CISCO / CTI · CUCM Link Failover Support ... Open Call Controller ... NICE (CyberTech) Cisco...

NICE Recording (CyberTech)

CISCO / CTI

Active IP Recording

INTEGRATION MANUAL NICE Recording versions: R6.0.3 and higher, R6.1.x, R6.2 x Cisco Unified Communications Manager 6.1.2, 7, 8 (up to 8.6.2) Version: 6.0.4_DraftA Date: July 27th, 2012 Reference: CT6-CTI-CIS6-SvV

NICE - Cisco Active IP Integration Manual v6.0.4.docx 2

Copyright © 2012 by NICE Systems Ltd.

All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without prior written consent of NICE Systems Ltd.

Disclaimer

To the best of our knowledge, the information contained in this document is the most accurate available at the time of publication. Whilst every care is taken to ensure that the information in this document is correct, no liability can be accepted by NICE Systems Ltd. for loss, damage or injury caused by any errors in, or omissions from, the information given.

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Meinberg is a trademark of Meinberg Funkuhren GmbH & Co. KG


Contents Contents ................................................................................................. 3

1 .............................................................................................................. 9

Introduction ............................................................................................ 9Scope ...................................................................................................................................11

Recording Methods ........................................................................................................11

Software Versions ..........................................................................................................11

Intended Audience .........................................................................................................12

Assumptions ...................................................................................................................12

Conditions for Installation ...............................................................................................12

Reference Manuals .............................................................................................................13Cisco Manuals ................................................................................................................13

NICE Recording Manuals ...............................................................................................13

Conventions and Symbols ................................................................................................14

2 ............................................................................................................ 15

Safety .................................................................................................... 15General Safety Rules .....................................................................................................15

Safety Precautions .........................................................................................................15

ESD Precautions ............................................................................................................15

3 ............................................................................................................ 17

System Description and Supported Items ......................................... 17System Description ............................................................................................................18

Cisco System Elements .................................................................................................19

NICE Recording Configurations .....................................................................................19

Cisco Active CTI IP Recording ..........................................................................................21Application Invoked Call Recording ...............................................................................21

Cisco Automatic Call Recording .....................................................................................22

SIP Trunks ......................................................................................................................22

Resilience / Redundancy ...................................................................................................23


CUCM Link Failover Support .........................................................................................23

Core Server Redundancy ...............................................................................................23

CTI Server Resilience ....................................................................................................24

Special features ..................................................................................................................25Weighted Round-Robin ..................................................................................................25

Preferred Satellite ...........................................................................................................25

Independent Link Groups ...............................................................................................25

Multiple CTI Server Support ...........................................................................................25

Open Call Controller .......................................................................................................26

Supported Items .................................................................................................................27Features .........................................................................................................................27

Target Types ..................................................................................................................28

Extrafields / Cisco Call Data ...........................................................................................28

Call Scenarios ................................................................................................................30

Phone Types ..................................................................................................................31

Codec Types ..................................................................................................................31

4 ............................................................................................................ 33

Requirements ....................................................................................... 33Requirements for Hardware Components .......................................................................34

Requirements for Cisco Components ............................................................................34

NICE Recording Hardware Requirements .....................................................................34

Parrot-DSC Cards ..........................................................................................................35

Software Requirements .....................................................................................................36NICE Recording Components ........................................................................................36

Operating Systems .........................................................................................................36

Workstation .....................................................................................................................37

Licensing .............................................................................................................................37Cisco Licensing ..............................................................................................................37

NICE Licensing ...............................................................................................................37

Location of Licenses .......................................................................................................38

5 ............................................................................................................ 41

Prerequisites ........................................................................................ 41Customer Site Prerequisites .............................................................................................42

Customer Prerequisites ..................................................................................................42

Cisco Prerequisites ........................................................................................................42


NICE Prerequisites .............................................................................................................43Required Firmware and Software ..................................................................................43

Preparatory Steps ..........................................................................................................44

Procedure P01 Installing Cards and Firmware ...........................................................46Procedure P02 Adding VoIP Support ...........................................................................48Procedure P03 Loading Licenses - Parrot-DSC Based ..............................................50Procedure P04 Loading Virtual or USB Dongle Licenses ..........................................52Procedure P05 Configuring the First VoIP Instance ...................................................55Procedure P06 Configuring Further VoIP Instances ..................................................57Procedure P07 Making the Licensed Channels Available .........................................58Procedure P08 Disabling IPv6 Protocol .......................................................................59Checking Network Time Protocol Synchronization ........................................................60

6 ............................................................................................................ 61

Installation ............................................................................................ 61Introduction .........................................................................................................................62

Installer Kit ......................................................................................................................62

Upgrading from Previous Versions ................................................................................62

Configuration Dependent Installation .............................................................................63

Installing on Configuration 1 (All-in One) ........................................................................64Installing on Configuration 2 or 3 .....................................................................................73

Installing on the Core Server ..........................................................................................73

Installing on a Satellite ...................................................................................................82

Installing on a Dedicated CTI Server .............................................................................88

7 ............................................................................................................ 97

Configuration ....................................................................................... 97Defining Channel Groups ..................................................................................................99Configuring the Link Controllers ................................................................................... 102

Configuring a JTAPI Link ............................................................................................ 103

Configuring a SIP Server Link ..................................................................................... 106

Defining Link Groups ...................................................................................................... 110Configuring Link Groups ............................................................................................. 110

Configuring a Failover Link ......................................................................................... 113

Monitoring Link States ................................................................................................. 115

Defining Targets .............................................................................................................. 116Adding a New Target ................................................................................................... 116


Monitoring Target States ............................................................................................. 118

Defining Target Groups .................................................................................................. 119Configuring Database Fields .......................................................................................... 121Renaming CTI Servers .................................................................................................... 123

8 .......................................................................................................... 125

Pre-production Testing ..................................................................... 125Verifying the CTI Connectivity ....................................................................................... 126Testing the Basic Functionality ..................................................................................... 127

Inbound Calls ............................................................................................................... 127

Outbound Calls ............................................................................................................ 128

Transfer Inbound Calls (Supervised) .......................................................................... 129

9 .......................................................................................................... 131

Appendices ........................................................................................ 131

Appendix A Terminology ................................................................ 132Abbreviations and Terms ............................................................................................... 132

Appendix B Quick Install Reference .............................................. 134

Appendix C Site Survey .................................................................. 136Cisco CUCM ..................................................................................................................... 136Open Port Configuration ................................................................................................ 137Cisco Active IP Installation Kit ....................................................................................... 138NICE Recording ............................................................................................................... 140

Appendix D File Locations .............................................................. 141

Appendix E Additional Procedures ................................................ 143Stop/Start All Services .................................................................................................... 143

Stop All Services ......................................................................................................... 143

Start All Services ......................................................................................................... 144

Stop/Start a Single Service ............................................................................................. 145Stop the Service .......................................................................................................... 145

Start the Service .......................................................................................................... 146

Logging On to the Web GUI ........................................................................................... 147Viewing the Contents of INI Files .................................................................................. 148Calculating the Log File Size .......................................................................................... 148


Appendix F Network Time Protocol ............................................... 149Installing Network Time Protocol .................................................................................. 149

Preparation .................................................................................................................. 149

Installing and Configuring NTP ................................................................................... 149

Checking NTP Status .................................................................................................. 152

Configuring NTP after Installation ............................................................................... 153

Appendix G Setting up Secure Links ............................................. 154Setting up a Secure JTAPI Link ..................................................................................... 154

Setting up CUCM for Secure JTAPI ............................................................................ 154

Configuring Secure JTAPI in NICE/CT Web GUI ....................................................... 154

Setting up a Secure SIP Trunk ....................................................................................... 156Step 1 - Downloading the Certificate .......................................................................... 157

Step 2 - Generating Certificates .................................................................................. 157

Step 3 - Loading the Certificate in CUCM ................................................................... 158

Step 4a - Installing the Cisco Certificate on the SIP Server System .......................... 159

Step 4b - Installing the Client Certificate on the SIP Server System .......................... 163

Step 4c - Installing the Server Certificate on the SIP Server System ......................... 167

Step 5 - Configuring the SIP Server in the CT Web GUI ............................................ 167

Step 6 - Modifying PrtVoIPx.ini (SRTP only) .............................................................. 169

Step 7 - Configuring the CUCM .................................................................................. 170

Appendix H CUCM Configuration ................................................... 171Configuring the CUCM for Non-Secure Links .............................................................. 171Configuring the CUCM for Secure JTAPI ...................................................................... 173Configuring the CUCM for Secure SIP Trunk ............................................................... 173Configuring the SIP Timer of the CUCM ....................................................................... 175

Introduction .................................................................................................................. 175

Setting the SIP TCP Timer .......................................................................................... 175

Appendix I Linking Targets to Users ............................................ 176Enabling Automatic Linking of Targets to Users ......................................................... 176

Introduction .................................................................................................................. 176

Matching Users with Extension ................................................................................... 176

Enabling Automatic Creation of Users ........................................................................ 178

Appendix J Change, Repair or Remove ........................................ 179Change, Repair or Remove an Installation ................................................................... 179


Using the Setup File .................................................................................................... 179

Using the Windows Control Panel ............................................................................... 180

Appendix K Upgrading from Cisco Active IP 3.x .......................... 183Uninstall Cisco Active IP Kit Version 3.x ...................................................................... 183Install Cisco_Active_IP_6.0.x ......................................................................................... 183Replace the File ExtraFields.ini ..................................................................................... 184

Different Extrafields.ini Files ........................................................................................ 184

Replace Extrafields.ini ................................................................................................. 185

Appendix L Supported Phone Types ............................................. 187

Appendix M Troubleshooting ......................................................... 189


1

Introduction This document describes the prerequisites and procedures for the installation, configuration, and testing of NICE Recording on the Cisco Active CTI IP integration.

This CTI-based connectivity facilitates Active CTI IP Recording via the Cisco Unified Call Manager (CUCM), in combination with the Cisco JTAPI interface and the NICE Recording system.

In the NICE / Cisco Active CTI IP Recording Integration, calls are duplicated from the extension and streamed to the recording system via the Cisco PBX. The duplicated audio stream sessions are initiated by Cisco 3rd

With the default ‘Application Invoked Call Recording’ enabled, the JTAPI interface initiates recording start. Call details are read from the Cisco JTAPI interface. If the feature ‘Automatic Call Recording’ is enabled, recording start is initiated by the CUCM. Call details are read from the Cisco SIP interface, and the Cisco JTAPI interface adds the call data.

generation (and higher) phones with ‘Built-in-Bridge’ (BIB).

In the event of a link problem, the Cisco CTI integration provides automatic failover to an alternate JTAPI host.

From version 5.0, one Parrot DSC card can hold licenses for multiple JTAPI or SIP Server Link controllers (one type per card).

The features ‘MultiLink’ and ‘Independent Link Groups’ are available. As in previous versions, a link group can include more link controllers. From version 5.0 also more than one link group can be created.

New Features

From version 6.0, it is possible to include multiple CTI Servers

Channels are assigned dynamically to the satellites with the highest amount of free channels (‘

in the NICE / Cisco Active CTI IP Recording Integration (to a maximum of 4).

Weighted Round Robin’).You can also select the channels of one of the satellites that are preferred for a certain group of targets (‘Preferred Satellite’).


The web GUI has an additional data column indicating if a call is external or internal. This criterion can be used to create rules in the Rules Engine.

This integration also supports the Open Call Controller Interface (OCCI).

Manual Contents

Besides a description of the tasks and activities, this manual also contains information on the structure and functioning of the NICE / Cisco Active CTI IP Recording Integration, and its components.


Scope

Recording Methods

This integration supports Active CTI IP Recording as recording method.

Software Versions

The NICE / Cisco Active CTI IP Recording Integration as described in this manual is restricted to specific NICE Recording and Cisco software versions.

Cisco Software Versions

The NICE / Cisco Active CTI IP Recording Integration is compatible with following Cisco software versions:

Software Version Remark

Cisco Unified Call Manager (CUCM)

Version 6.1.2, 7, 8 (up to 8.6.2)

Some features are not available on all CUCM versions. Where applicable, this is explained in the manual.

Table 1: Cisco Software Versions

NICE Software Versions

This Cisco CTI integration is compatible with the following NICE software versions:


NICE Recording · R6.0.3 and higher · R6.1.x, R6.2 x

(CyberTech Recording System)

NICE (CyberTech) Cisco Active Integration

Installer Kit Cisco_Active_IP_6.0.x _x64(_Incl_prerequisites) _x86(_Incl_prerequisites)

CyberTechActive IntegrationCisco Setup-x64.msi for 64-bits OS CyberTechActive IntegrationCisco Setup-x86.msi for 32-bits OS

Table 2: NICE Software Versions

IMPORTANT Please verify the correct versions of NICE Recording with your NICE contact person. Consult Appendix M ‘Troubleshooting’ for contact details.

When applying Resilience/Redundancy within this integration, use following versions:


Core Server Redundancy 2.5.3 and higher Optional, add-on

CTI Server Resilience 2.9.0 and higher Optional, add-on

Table 3: NICE Resilience Versions


Intended Audience

This manual is aimed at personnel – usually installation engineers – responsible for connecting the NICE Recording system to the Cisco environment, and for configuring and operational testing of this Recording Integration.

Assumptions

It is assumed that the user has knowledge about the following:

· NICE Recording version 6.x

· NICE CTI Integration

· Active CTI IP Recording

· Windows 2003/2008 R2

Conditions for Installation

The following conditions are essential for a successful installation of the NICE / Cisco Active CTI IP Recording Integration

· The procedures as described in this manual must be performed by engineers who have been trained by NICE/CyberTech.

· All preparations and adjustments on the Cisco components must be done by Cisco qualified engineers. For this, during preparation, installation and configuration of the NICE / Cisco Active CTI IP Recording Integration, the presence of a Cisco qualified engineer is required.


Reference Manuals

Cisco Manuals

Consult the following manuals for details about the installation and use of the CUCM.

Manual Contents

Cisco Unified Communications Manager – Documentation Guide

Listing of all relevant guides and manuals on installation, configuration, maintenance and operation, and troubleshooting and alerts of the CUCM.

Cisco Unified Communications Manager - System Guide

Conceptual information about CUCM and its components and tips for setting up features by using CUCM Administration. Release number matches CUCM version.

Cisco Unified Communications Manager Security Guide

Provides information about how to configure security on CUCM.

Table 4: Cisco Manuals

You can find the guides on the product support pages of the Cisco website: www.cisco.com. (http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list.html)

NICE Recording Manuals

Consult the following manuals for details about the installation and use of NICE Recording version 6.x.

Manual Contents

NICE Recording 6.2.x - Installation Manual

Installation and configuration procedures of the NICE Recording software

NICE Recording 6.2.x – User Manual System configuration information for the system administrator

NICE Recording 6.2.x – Maintenance Manual

System maintenance information, VoIP installation

NICE Recording 6.2.x – OS Hardening Manual

OS hardening options and policies: details of antivirus software, firewalls, and security

CT Recording Solutions R6 – CTI Manual

Generic information on licensing and configuration of CTI based recording solutions

Parrot DSC – Installation Manual Installation procedures of Parrot DSC cards

Parrot-DSC - VoIP Installation Manual Installation procedures of Parrot-DSC cards for VoIP

Parrot-DSC – License Tool Manual Details on the use of the License Tool

Table 5: NICE Recording R6 Manuals

NOTE: The manuals mentioned in this table are updated to the latest release of the NICE Recording software.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html�


When applying Resilience/Redundancy within this integration, consult one or more of following manuals:

Manual Contents

Recording Solutions R5-6 - Core Server Redundancy

Installation and configuration of an integration provided with an active and a standby Core Server

CT Recording Solutions R6 - CTI Resilience Manual

Installation and configuration of an active and a standby CTI Server on an integration

Table 6: NICE Recording Resilience Manuals

NOTE: Consult the NICE Recording Software CD or go to the website www.extranice.com > NICE Software Download Center (login required) for the latest NICE manual versions (section NICE (CyberTech)

Conventions and Symbols

).

The following guidelines apply to this manual:

The name ‘Monitor Tool’ is a shorter name for ‘CyberTech Recording Solutions Monitor’.

The name ‘Programmer’ is a shorter name for ‘Parrot DSC API Flash Programmer’.

· The Caution symbol emphasizes system-critical information.

· The Information symbol indicates a general remark or a reference to another document.

· The Tip symbol indicates a reference to other useful information.

· The ESD symbol indicates when ESD precautions must be taken.

http://www.extranice.com/EIS/OnlineServices/Pages/NICESoftwareDownloadCenter.aspx�


2

Safety This chapter describes the general safety rules and specific safety and ESD precautions to be taken into account.

General Safety Rules

Primarily, it is important to adhere to the regulations as dictated by the local authorities or company standards.

Because the hardware components are supplied by Cisco, NICE, and one or more third parties, refer to the respective installation manual(s) for specific safety and security guidelines when installing the individual components.

Safety Precautions

Installation of NICE Recording and the Cisco CTI integration is a specialist job. Only properly trained personnel are allowed to perform the tasks related to it.

When installing hardware, be sure that you are aware of the hazards involved. Never work on ‘live’ equipment of which the housing or panels have been removed.

Cabinet keys must be kept in a safe place, and be handed over for use to authorized installation or service personnel only.

Use only the suitable tools to perform a task.

ESD Precautions

All ICs and many other electronic components are susceptible to electrostatic discharges (ESD). ESD can cause instant failures, but can also drastically limit the life span of the affected part and cause unexplainable behavior of the equipment.

When handling printed circuit boards always take the following preventive measures:

· Keep printed circuit boards as long as possible in their protective bags.

· Use an anti-ESD bracelet where required. The ESD symbol in this manual indicates when ESD-protective measures are required.


3

System Description and Supported Items This chapter describes the system components and characteristics of the NICE / Cisco Active CTI IP Recording Integration.

It covers the following topics:

· System Description

· Cisco System Elements

· NICE Recording Configurations

· Cisco Active CTI IP Recording

· Application Invoked Call Recording

· Cisco Automatic Call Recording

· SIP Trunks

· Resilience / Redundancy

· Special features

· Supported Items


System Description This integrated recording system is built around the Cisco Unified Call Manager (CUCM) and the NICE CTI Server-based recording system. The CUCM recording features are invoked through CTI using JTAPI and the Session Initiation Protocol (SIP).

Figure 1: Basic System Overview

Figure 1 above shows a recording integration with two CTI Servers, one with 2 link controller groups, the other with 1 link controller group, as an example.


Cisco System Elements

The NICE / Cisco Active CTI IP Recording Integration contains the following basic Cisco elements:

· Cisco Unified Communications Manager (CUCM) Version 4.2 and lower: “Cisco Unified CallManager”

· Cisco Gateway (with application software)

· (Cisco) Network Switch(es)

· Cisco IP and/or Soft Phones

NOTE: Consult the applicable Cisco documentation for details about the installation and configuration of the Cisco components. See section ‘Cisco Manuals’ on page 13 for a reference.

NICE Recording Configurations

NICE Recording comes in two versions:

· Stand-alone system (Core Server and Recording channels in one box)

· Server/Satellite system (Core Server with one or more Recording Satellites)

Depending on the number of channels to be recorded, three configuration types are distinguished. Each uses one of the two recording system versions mentioned above. These configuration types are described in the following subsections.

Each configuration type requires specific hardware and software, as described in sections ‘NICE Recording Hardware Requirements’ on page 34 and ‘Software Requirements’ on page 36.

Configuration 1

Configuration 1, Core Server with Recording Channels and an integrated CTI Server, is also known as ‘All-in-One’ box.

Core Server/Recording Channels with integrated CTI Server · NICE / Cisco Active CTI IP Recording Integration software · NICE Recording System software · Parrot-DSC Cards*: see subsections 0 and 0

* Only if Parrot-DSC based licensing is required


Configuration 2

Configuration 2 has a Core Server with Recording Channels and a separate CTI Server,

Configuration 3

Configuration 3 has a Core Server with a separate CTI Server and Satellite(s). One satellite serves up to 500 recording channels. The maximum number of satellites in one recording integration is 8.

NOTE: With Cisco 6.0, configuration 3 can have multiple CTI Servers within one recording integration (maximum 4).

Core Server/Recording Channels · NICE / Cisco Active CTI IP Recording Integration software · NICE Recording System software · Parrot-DSC Cards*: see subsections 0 and 0

CTI Server · NICE / Cisco Active CTI IP Recording Integration software


Core Server (without channels) · NICE Recording System software · NICE / Cisco Active CTI IP Recording Integration software

CTI Server · NICE / Cisco Active CTI IP Recording Integration software

Satellite · NICE Recording System software · NICE / Cisco Active CTI IP Recording Integration software · Parrot-DSC Cards*: see subsections 0 and 0



Cisco Active CTI IP Recording This recording integration supports Active CTI IP Recording. There are two types of recording: Application Invoked Call Recording and Automatic Call Recording

Application Invoked Call Recording

.

Application Invoked Recording is the default recording type. The Cisco links have following functions:

· The JTAPI link controllers initiate recording start. Call details are read from the JTAPI interface which connects the Cisco Unified Communications Manager (CUCM) with the NICE Recording CTI Server.

· The SIP Server link controller assigns the audio path to the CUCM.

The following figure visualizes the corresponding call and audio flows.

Figure 2: Cisco CTI Active IP Recording (Application Invoked)

The (duplicated) audio is streamed directly from the extensions to the recorder(s). The audio stream sessions are initiated by the Cisco 3rd generation (and higher) phones with ‘Built-in-Bridge’ (BIB).


Cisco Automatic Call Recording

The optional Cisco Automatic Call Recording feature can be set for specified extensions (targets). With Automatic Call Recording enabled, the SIP Server link controller is able to work as a stand-alone, without being dependent on the JTAPI Link Controller.

The recording is automatically started by the CUCM.

· The SIP Server link controller assigns the audio path to the CUCM, and provides a limited set of call data.

· To overcome this, the JTAPI link controller provides the call details, which are combined with the call by the Call Controller.

If the JTAPI link fails, additional call information is not added any longer, but the SIP Server link controller continues to accept the SIP invites from the CUCM.

SIP Trunks

A SIP trunk is a SIP-based connection between two PBXs, or between a PBX and an Internet Telephony Service Provider (to the public telephony network). A SIP trunk is able to handle multiple concurrent calls. It replaces the traditional ISDN and analogue circuits.

In case of Cisco, a SIP trunk can also be used to handle recording sessions. With CUCM 7 and 8, you can choose to make the signaling of the SIP trunk secure (SSL).

NOTE: Unless otherwise stated, the NICE / Cisco Active CTI IP Recording Integration uses a non-secure SIP Trunk.

For details about setting up a secure SIP Trunk, consult Appendix G, ‘Setting Up a Secure SIP Trunk’ on page 156.


Resilience / Redundancy Resilience can be defined as the ability to provide and maintain an acceptable level of service in the case of problems and failures during normal operation.

Several resilience options exist, to ensure recording is continued even when part of the hardware or software is failing. Resilience uses ‘redundancy’ of hardware and software, which means that critical components are duplicated. The redundant components serve as a standby or backup to take over whenever the active ones fail.

This section describes the resilience types that are supported by the NICE / Cisco Active CTI IP Recording Integration:

· CUCM Link Failover Support · Core Server Redundancy (version 2.5.3 and higher) · CTI Server Resilience (version 2.9.0 and higher)

CUCM Link Failover Support

In order to provide facilities for high availability and resilience, NICE Recording can be connected to multiple hosts using JTAPI links. This feature provides the facility to failover to a secondary JTAPI link controller upon failure of the active ‘primary’ one.

For this, several JTAPI link controllers are included in one link group (MultiLink). One of them is configured as ‘primary’, the others as ‘secondary’. Only the primary JTAPI link controller is actively recording, the secondary one is standby for failover. When there are more secondary link controllers in a group, a ‘link order’ is defined.

Although titled ‘primary’ and ‘secondary’, the JTAPI link controllers are equal peers. Each provides full-featured call recording service. At failover, the (first) secondary link controller will be active, until the primary JTAPI link controller returns to operation after failback. If the active secondary link controller fails, and the primary link is not yet operational, it will fail over to the second secondary link (if available).

For MultiLink support, appropriate NICE CTI licensing is required. Refer to section ‘Licensing’ on page 37 for details.

NOTE: Each link group always includes one SIP Server link controller.

Core Server Redundancy

Core Server Redundancy (CSR) is installed as an add-on package on Core Servers without recording channels. It replicates the database of an active Core Server to a standby one. It monitors the Core Server’s status and switches to the standby Core Server when the active one fails. In such a case, satellites automatically fail over to the standby.

Working principle. installation and configuration are described in the Recording Solutions R5-6 - Core Server Redundancy manual.


CTI Server Resilience

CTI Server Resilience offers installation of a second (standby) CTI Server. It is installed as an add-on package on both CTI Servers in the recording integration. When the first (active) CTI Server fails, the resilience application will stop its call controller, and activate the call controller of the standby CTI Server.

The standby CTI Server completely takes over the role of the failing one. This minimizes downtime.

Failover is triggered by the alarming system in accordance with the defined alarm profile.

Multiple CTI Servers can be defined and configured in the NICE/CT Web GUI. The standby CTI Server uses the same configuration as defined for the active CTI Server.

For details on installation, configuration and operation of CTI Server Resilience, consult the CT Recording Solutions R6 - CTI Resilience Manual.

For resilience purposes, redundant CTI Servers can be included in the NICE / Cisco Active CTI IP Recording Integration.


Special features

Weighted Round-Robin

The feature ‘Round Robin’ ensures calls (of one channel group) are assigned consecutively to each satellite of the group, from satellite 1 to n, and then starting all over again.

In Weighted Round Robin the ratio of free channels on the involved satellites is calculated at the start of every cycle. The amount of free channels of each satellite is divided by the amount of the satellite that has the least free channels. The system assigns the calls to the satellites in accordance with that ratio.

Weighted Round Robin can be set when configuring a link group. It is opposed to the (default) setting ‘Ascending’, meaning that all channels of the first satellite are assigned before the next satellite is used. See section ‘Configuring Link Groups’ on page 110.

Preferred Satellite

When configuring a target group, a preferred satellite can be assigned. The calls of all targets of this group are recorded on the selected satellite, as long as it has free channels. When all channels of this satellite are in use, the channels of the other satellites are assigned, according to the ‘Weighted Round Robin’ principle.

The option ‘Preferred satellite’ overrules ‘Weighted Round Robin’, but preferred satellites are part of the calculation that Weighted Round Robin uses.

Independent Link Groups

The feature Independent Link Groups enables the user to define and configure more than one group of link controllers within one Recording System. In this way the Recording System can be connected to different (clusters of) CUCMs.

Each individual link group has its failover features as described in section ‘CUCM Link Failover Support’ on page 23.

Multiple CTI Server Support

The Cisco_Active_IP_6.0.x integration supports multiple CTI Servers

All CTI Servers function independently from each other. Each CTI Server has its own call controller, link controllers and link group(s).

. In the NICE / Cisco Active CTI IP Recording Integration maximum 4 CTI Servers can be integrated with one Core Server.

There are several ways the Multiple CTI Server feature can be used. However, it is not intended to be used for resilience purposes. For CTI Server Resilience see page 24.


Open Call Controller

The NICE / Cisco Active CTI IP Recording Integration supports the Open Call Controller (OCC), commonly referred to as Open Call Controller Interface or OCCI. It is installed as an add-on on the CTI Server. Its setup adds the OCC Web Service to the IIS. The current version is 1.3.0.

The OCCI allows third party applications to interact with the NICE Recording system, more specifically with the system’s Call Controller. Using the HTTP and XML-based Simple Object Access Protocol (SOAP), it provides a real-time Application Programming Interface. The optional OCC Client Application (or Interface Client) adds a GUI to it. The Client Application can be separately installed on any client workstation.

The user (on the level of a system administrator) can build applications that, through the OCCI, retrieve information from the recording system, add metadata to it, and/or take partial control of it.

OCCI Test Tool

The NICE/CT developed “OCCI Test Tool” is an example of such an application, using the GUI of the OCC Client Application. It has two tabs: Manual OCCI and Test Runner.

The tab Manual OCCI enables the user to manually take control over recording of calls in progress. See the example here:

Figure 3: OCC Client Application – Manual OCCI Window

The TestRunner tab (not shown here) allows performing predefined test scenarios on an installed recording integration.


Supported Items This section describes the items that are supported by the NICE / Cisco Active CTI IP Recording Integration. They are:

· Features

· Target types

· Extrafields / Cisco call data

· Call scenarios

· Phone types

· Codec types

In the tables below, supported items are marked with a ‘ü

Features

’. Non-supported items have

a hyphen (-).

The table below lists the specific features that are supported.

Feature Supported Remarks Application Invoked Recording ü See page 21 for a description

Automatic Call Recording ü See page 22 for a description

CUCM JTAPI Link Failover ü See page 23 for a description

CUCM JTAPI Load Balancing -

Encryption (sRTP) ü Supported by CUCM 8

Device Mobility -

Extension Mobility (“Free seating”)*

ü For all phones to which a user can log on, the following preconditions apply: · ‘Built-in-Bridge’ support · CTI controlled device · Device ID in the Controlled Devices list

of application user (refer to Appendix H ‘CUCM Configuration’ for details)

Record on Demand -

Recording Warning Tone ü Configurable

SCCP (Skinny) Phones ü

Secure JTAPI ü Supported by CUCM 8

Secure SIP Trunk (TLS) ü Supported by CUCM 7 and CUCM 8

Silent Monitoring -

SIP (Cisco SIP) Phones ü


Feature Supported Remarks Survivable Remote Site Telephony (SRST)

-

Targets (extension) ü Max. 2500 per CUCM* (see note below)

Targets (extension) – clustered CUCM

ü Max. 2500 per CUCM*

Table 7: Supported Features

NOTE: The maximum number of targets depends on the version of the CUCM and the hardware used.

* ‘Extension mobility’ is specific Cisco terminology. It can also be denoted using the more common term ‘free seating’.

Target Types

The following target types are supported:

Target type Supported Remarks

Agent -

Device -

Extension ü

Table 8: Supported Target Types

Extrafields / Cisco Call Data

The following ‘Extrafields’ or ‘Cisco call data’ are supported.

The column ‘Link Type’ indicates the origin of the call field when Cisco Automatic Call Recording is used (see page 22 for more information.

Name Supported DB Field Link Type Remarks Agent ID - All Parties ü CVSC15 JTAPI List of all participants of the call Answering Party - Called Party ü CVSCEP JTAPI Calling Party ü CVSCIP JTAPI Dialed number (extension) Conference Parties - Extension ü CVSPHN JTAPI In ExtraFields.ini and Database

indicated as ‘Phone Number’ ExtensionTerminalID 1) CVSC11 JTAPI Concatenated fields Extension

(CVSCPHN) and Terminal ID (CVSC10). See note below

ExtensionPartition 1) CVSC12 JTAPI Concatenated fields Extension (CVSCPHN) and Partition (CVSC16). See note below


Name Supported DB Field Link Type Remarks Int-Ext ü 2) CVSC17 Call type: Internal or External.

See note below Last Cause ü CVSC02 JTAPI Last cause of call disconnected Last Party - Originating ACD - Partition ü CVSC16 PBX Call ID ü 3) CVSPCI JTAPI/SIP Call ID used in PBX system.

See note below Recording State - Ringing Party - Target ID - Terminal ID ü CVS010 Hardware identification of a

device (phone set or soft phone). Starts with ‘SEP’ and contains the MAC address.

Table 9: Supported Call Data

NOTES:

1)

At large customer sites, an extension number might not be unique:

Extension + Terminal ID or Partition

· One extension is programmed on multiple phone sets/soft phones (“shared line”).

· One extension occurs in multiple partitions*.

To distinguish the occurrences of an extension from each other, the extension database field is concatenated with the database fields containing the Terminal ID or Partition identification.

In the NICE/CT Web GUI the fields are displayed as follows:

Figure 4: Concatenated Call Data (Extension + Terminal ID or Partition)

‘None’ in the column ExtensionPartition indicates the extension is not part of a partition.

*

Partitions are collections of route patterns. For instance, a Directory Number can belong to one of the specific partitions of call destination: ‘internal only’, ‘non-international’ or ‘international’.

Remark:


2)

The Web GUI can have a column that shows if a call is internal or external (or has an unknown status).

Internal / External Call Types

· Internal: all calls from a monitored extension to an internal number, including hunt group and CTI route point.

· External: all calls in which an external party is involved. · Unknown: calls of which insufficient information is available, such as:

· calls from an unmonitored extension to a hunt group or CTI route point · calls from an external number to a hunt group.

3)

The extrafield PBX Call ID applies to Cisco Automatic Call Recording only. The PBX Call ID that comes from the JTAPI differs from the SIP Server’s Call ID.

PBX Call ID

This extrafield is used to identify a call for ‘cradle to grave’ retrieval, which includes all call segments. (Refer to NICE Recording 6.2.x - Installation Manual, chapter 9, section ‘Calls settings/preferences’.

Call Scenarios

The following scenarios for call recording are supported:

Scenario Supported Remarks

Barge ü

Call Answered ü

Call Conference ü

Call Forward ü

Call Hold ü

Call Parking ü

Call Pickup ü One and two stage

Call Transfer ü

Callback ü

cBarge ü

Hunt group ü

Inbound external / Inbound from a non-recordable set ü

Join ü

Multiple calls on same extension ü

Outbound external / outbound to a non-recordable set ü

Shared line ü

Table 10: Supported Call Scenarios


Phone Types

The following phone types are supported:

Phone type Supported Remarks

IP Phones ü 3rd

IP Soft Phones

generation (and higher) with ‘Built-in-Bridge’ (BIB)

ü With IP Communicator version 7

Table 11: Supported Phone Types

NOTE: The information above is generic. For a detailed listing of CUCM 8 supported phone types, refer to Appendix L ‘Supported Phone Types’.

NOTE: Recording of the first release of the Cisco ‘Cius™

Codec Types

’ tablet phone is not supported by Cisco.

The following codec types are supported:

Codec Supported Remarks

G.711 ü

G.729 ü

G.722* ü Default Cisco codec

G.723.1 ü For IP phones: not supported by Cisco

Other codec types -

Table 12: Supported Codec Types

IMPORTANT Codec G.722 requires the following settings: 16 kHz sample frequency, 14 bit sample resolution, and 64 kbit/s line bandwidth.


4

Requirements This chapter describes the requirements that are applicable to the NICE / Cisco Active CTI IP Recording Integration.

It covers the following topics:

· Requirements for Hardware Components

· Requirements for Cisco Components

· NICE Recording Hardware Requirements

· Parrot-DSC Cards

· Software Requirements

· NICE Recording Components

· Operating Systems

· Workstation

· Licensing

· Cisco Licensing

· NICE Licensing

· Location of Licenses


Requirements for Hardware Components

Requirements for Cisco Components

For Cisco hardware/software requirements, refer to the requirements as prescribed by Cisco Systems, Inc.

NICE Recording Hardware Requirements

This section describes the minimum server hardware requirements per configuration type on CTI Server, Core Server, and Satellite. For details on NICE Recording Configurations refer to the section on page 19.

NOTE: For more information on hardware requirements, consult the brochure ‘Server Hardware Requirements’ on www.extranice.com > NICE Software Download Center

Server Hardware Configuration 1

(login required), or contact the NICE Presales department

Minimum hardware requirements that apply specifically to configuration 1: Core Server with Recording Channels and an integrated CTI Server (‘All-in-one’ box), up to 200 channels.

· Processor 2 x Intel Xeon Dual Core 2.0 GHz

· Internal Memory: 6 GB RAM


Minimum hardware requirements that apply specifically to configuration 2: Core Server with Recording Channels and a separate CTI Server.

· Core Server with recording channels:

· Processor: 2 x Intel Xeon Quad Core 2.0 GHz


· CTI Server:




Minimum hardware requirements that apply specifically to configuration 3: Core Server with a separate CTI Server and Satellite(s).

· Core Server:




· CTI Server:



· Satellite:

A distinction is made between configurations in which up to 240 and 480 channels can be monitored.

Up to 250 channels


:


Up to 500 channels


:


NOTE: The specifications are generic and indicative. They are also determined by the number of channels and the call load. Depending on the number of targets, a faster processor type or a second processor for the separate CTI server is required.

Parrot-DSC Cards

In the NICE / Cisco Active CTI IP Recording Integration, the total number of Parrot-DSC cards depends on the number of channels to be recorded.

The license for the JTAPI link controllers and the license for the SIP Server link controllers each require a separate card.

IMPORTANT Parrot-DSC cards are installed on the server(s) with recording channels. It is not possible to insert Parrot-DSC cards on a Dedicated CTI Server.

TIP: Consult the ‘NICE Recording 6.2.x – Maintenance Manual’, and the ‘Parrot-DSC - VoIP Installation Manual’ for details about Parrot-DSC Cards.

From NICE Trading Recording R 6.1 onwards, virtual or ‘soft’ licensing is also available. Virtual or USB dongle licenses are held by the PrtVOIPx.ini file(s). These files are installed on all systems with recording channels. In such a case, no Parrot-DSC cards are required.


Software Requirements This section lists the minimum software requirements that apply to the server components of the NICE Recording Configurations as described in the section on page 19.

NICE Recording Components

All software required to install the complete NICE / Cisco Active CTI IP Recording Integration on the NICE Trading Recording components is mentioned in chapter 5, section ‘Required Firmware and Software’ on page 43.

NOTE: If you want to use the Core Server and/or satellites as workstations, they must also comply with the Workstation software requirements (see section below).

Operating Systems

The following operating systems are supported:

Version Edition Bits Remarks Windows Server 2003 Standard (R2) 32 NICE Recording R5.4 and R6.x

Windows Server 2003 Enterprise (R2) 32 NICE Recording R5.4 and R6.x

Windows Server 2008 Foundation (R2) 64 NICE Recording R6.x

Windows Server 2008 Standard (R2) 64 NICE Recording R6.x

Windows Server 2008 Enterprise (R2) 64 NICE Recording R6.x

Windows Server 2008 Data Center (R2) 64 NICE Recording R6.x

Table 13: Windows Server Support

IMPORTANT Configurations with 500 channels require Windows Server 2003 R2 or 2008 R2 Standard Edition (or higher: 2003/2008 R2 Enterprise or 2008 R2 Data Center Editions). Refer to ‘NICE Recording Configurations’, ‘Configuration 3’ on page 20 for details.

IMPORTANT Non-supported operating systems may cause system instability and/or poor system performance. If so, NICE Systems cannot be held responsible for malfunctioning.

IMPORTANT Use dedicated servers for NICE Recording and its integrations. Install only programs and applications that are explicitly mentioned in NICE manuals. Installing other software leads to lower performance or even malfunctioning of NICE Recording and its integrations.

For details of antivirus software, firewalls, and security, see the ‘NICE Recording 6.2.x – OS Hardening Manual’.


Workstation

The client workstations require the following to run the NICE/CT Web GUI.

· For NICE Trading Recording R6: Microsoft Internet Explorer IE 7.0 or 8.0

· JavaScript enabled (for real-time play of calls in progress)

· MS Silverlight (for replay of recorded calls)

· Minimum screen resolution of 1024x768 for correct display.

For details about the NICE/CT Web GUI, refer to chapter 7 ‘Configuration’.

Licensing The NICE / Cisco Active CTI IP Recording Integration requires specific licenses. They are described in the sections below.

For loading licenses, refer to chapter 5, Procedure P03 ‘Loading Licenses - Parrot-DSC Based’, or Procedure P04 ‘Loading Virtual or USB Dongle Licenses’.

Cisco Licensing

No specific Cisco licenses are required. The NICE Recording system does not consume any DLUs.

NICE Licensing

The following NICE (CyberTech) licenses are required:

· CyberTech 6

·

license for NICE Recording versions R6.0.3 and higher, R6.1.x, R6.2 x.

JTAPI Link Controller

·

license. Max. 8 JTAPI link controllers per CTI Server.

SIP Server Link Controlle

r license. Max. 8 SIP Server link controllers per CTI Server.

NOTE: Following data fields show information on JTAPI and SIP Server licenses: · Field Data12, starting with the string

· ‘8015’ to indicate a JTAPI Link Controller license, OR: · ‘8019’ to indicate a SIP Server Link Controller license

· Field Data24, indicating the licensed number of JTAPI and SIP Server link controllers. It shows a 4-digit string. The second and third digit of the string in this field show the number of primary and secondary link controllers of the type indicated in Data12. The fourth digit is not used, and shows 0. · Example: ‘Data24: 0880’ indicates that the system has a license for 8 primary

and 8 secondary JTAPI link controllers.


· VoIP licenses for the required number of VoIP recording channels

, which equals the number of recorded targets. One instance of a VoIP license is up to 250 channels. For a satellite with 251 - 500 channels 2 instances of a VoIP license are required.

NOTE: These VoIP licenses include the use of codec G.711

· The

. Each recording channel using a different codec requires an additional separate license (‘concurrent licensing’).

CTI

license mentioned in the Data fields is the Active CTI Recording License for Cisco CUCM.

NOTE: In case of CTI Server Resilience

You can verify the license information in the License Tool (Parrot-DSC based licenses only), or Maintenance Tool. For an example, see

, each secure JTAPI link controller requires an additional JTAPI link controller, with its own certificate. This extra JTAPI link controller needs a separate license.

Figure 12 on page 51 or Figure 15 on page 53.

Location of Licenses In NICE Trading Recording, licenses are accommodated by Parrot-DSC cards, which are installed on the systems that have recording channels.

From version R6.1 onwards, virtual or ‘soft’ licensing

· Virtual license dongle (the license bound to a specific system)

is also available.

· USB license dongle (the license is bound to the USB dongle)

NOTE: Virtual and USB dongle licensing is not generally available. For more information, please ask your NICE contact.

Virtual or USB dongle licenses are held by the PrtVOIPx.ini file. These files are installed on all systems with recording channels. No Parrot-DSC cards are required.

NOTE: One Parrot-DSC card or one PrtVOIPx.ini can accommodate a license for one type of link controllers, either JTAPI or SIP Server. A VoIP channel license can be combined with this.

Each PrtVOIPx.ini file requires a corresponding DLL file. Refer to chapter 5, section ‘Required Firmware and Software’ on page 43.

The subsections below describe on which cards or in which INI files the licenses are located.


Configuration 1

Configuration 1 (All-in-One) requires 2 Parrot-DSC cards or 2 PrtVOIPx.ini files:

Parrot based license Virtual or USB dongle license Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini JTAPI Link Controller license

SIP Server Link Controller license

JTAPI Link Controller license


VoIP license (1 instance)


Configuration 2

Configuration 2 (Core Server with Recording Channels and a separate CTI Server) requires 2 Parrot-DSC cards or 2 PrtVOIPx.ini files:

Parrot based license Virtual or USB dongle license Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini JTAPI Link Controller license




VoIP license (1 instances)


Both cards/PrtVOIPx.ini files are located on the Core Server with Recording Channels.

Configuration 3

In Configuration 3 (Core Server with a separate CTI Server and Satellite(s)), the Parrot-DSC Cards/PrtVOIP.ini files are installed on the satellites. The number of cards, INI files and licenses depend on the number of satellites.

Parrot based license Single Satellite (250 channels)

Virtual or USB dongle license Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini JTAPI Link Controller license






Parrot based license Single Satellite (251 to 500 channels)

Virtual or USB dongle license Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini JTAPI Link Controller license





VoIP license (1st

VoIP license (2 instance) nd instance)


Parrot based license Multiple satellites (250 channels per satellite)

Satellite 1 (1 card) Satellite 2 (1 card) Remaining satellites (1 card each) JTAPI Link Controller license





Virtual or USB dongle license Satellite 1 Remaining satellites (per satellite) PrtVOIP0.ini PrtVOIP1.ini PrtVOIP0.ini JTAPI Link Controller license




Parrot based license Multiple satellites (500 channels per satellite)

Satellite 1 (1 card) Satellite 2 (1 card) Remaining satellites (1 card each) JTAPI Link Controller license




Virtual or USB dongle license Satellite 1 Remaining satellites (per satellite) PrtVOIP0.ini PrtVOIP1.ini PrtVOIP0.ini PrtVOIP1.ini JTAPI Link Controller license


VoIP license (1st

VoIP license (2 instance) nd

VoIP license (1 instance) st

VoIP license (2 instance) nd

For details on

instance)

NICE Recording Configurations, see page 19.

TIP: Consult the ‘NICE Recording 6.2.x – Maintenance Manual’ and the ‘Parrot-DSC - VoIP Installation Manual’ for details about Parrot-DSC Cards


5

Prerequisites This chapter describes the preconditions that must be met before you start installing and configuring the components of the NICE / Cisco Active CTI IP Recording Integration.

The following topics are covered:

· Customer Site Prerequisites

· Customer Prerequisites

· Cisco Prerequisites

· NICE Prerequisites

· Required Firmware and Software

· Preparatory Steps

· Procedures:

· Procedure P01 Installing Cards and Firmware

· Procedure P02 Adding VoIP Support

· Procedure P03 Loading Licenses - Parrot-DSC Based

· Procedure P04 Loading Virtual or USB Dongle Licenses

· Procedure P05 Configuring the First VoIP Instance

· Procedure P06 Configuring Further VoIP Instances

· Procedure P07 Making the Licensed Channels Available

· Procedure P08 Disabling IPv6 Protocol

· Checking Network Time Protocol Synchronization


Customer Site Prerequisites

Customer Prerequisites

Before you can start the installation process, the customer must have made a number of arrangements. They are:

· Allocation of servers

· Accounts needed for logging on to the server

· Access rights for installation of Cisco system components

· Cisco application software (refer to ‘Cisco Software Versions’ on page 11 for details)

· Recordable target types (refer to ‘Defining Targets’ on page 116 for details)

Cisco Prerequisites

Before you install the components of the NICE / Cisco Active CTI IP Recording Integration, be sure to have verified the following preconditions on the ‘Cisco side’ of the configuration.

Preconditions

· Version 6.1.2, 7, 8 (up to 8.6.2) of the CUCM software is installed.

· Then, ask the Cisco-certified engineer to perform following procedures:

· Configuring the CUCM for Non-Secure Links · Configuring the CUCM for Secure JTAPI · Configuring the CUCM for Secure SIP Trunk

Refer to Appendix H ’CUCM Configuration’ for details.

· Verify with the Cisco engineer if the Call Admission Control settings of the CUCM have been configured. Refer to the appropriate section in the Cisco Unified Communications Manager - System Guide (link to the Cisco website: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_6_1/ccmsys/a02cac.html)

· Verify with the Cisco engineer if Extension Mobility (‘free seating’) is configured in the CUCM.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_6_1/ccmsys/a02cac.html�


NICE Prerequisites This section describes the preconditions to be verified and preparatory steps to be taken on the ‘NICE side’ of the configuration.

Required Firmware and Software

Before you start to install the NICE / Cisco Active CTI IP Recording Integration, be sure to have following firmware and software available:

q Installation files:

· Cisco_Active_IP_6.0.x _x64 or _x86 installer kit, containing

· Installation file CyberTechActive IntegrationCisco Setup-x86.msi or CyberTechActive IntegrationCisco Setup-x64.msi (depending on the Windows platform)

· setup.exe

· Registry edit file DisableIPv6.reg

q cti_vox_voip_32 (or higher) of the Parrot-DSC firmware. This kit contains the following files:

· dbghelp.dll version 6.12.2.633 (or higher)

· PrtDCMP.dll version 1.10.3.1 (or higher)

· PrtSRTP.dll version 1.1.0.4 (or higher)

· PrtVoip0.dll version 1.2.31.1433 (or higher)

· PrtVOIP0.ini

NOTE: Although referred to as ‘firmware’, this kit is also required for installation using virtual or USB license dongles.

q Additionally, following files are required depending on the licensing method:

· License on Parrot-DSC card

·

: voip_lic_mod_pci_07 (or higher)

Virtual license dongle

·

: CXXXX_XXXX_softlock.txt.

USB license dongl

e: Sentinal Driver for USB

NOTE: Virtual and USB license dongles are only available with NICE Recording R6.1 and higher. Both are not generally available. For more information, please ask your NICE contact.

TIP: Consult www.extranice.com > NICE Software Download Center for the latest versions of the required firmware and software (login required).



Preparatory Steps

Carry out the following steps before you start installing the Cisco_Active_IP_6.0.x software and configuring the NICE / Cisco Active CTI IP Recording Integration:

Chk # Step Reference Remark I Parrot Cards (if applicable) and Recording System

1. Install Parrot-DSC cards Procedure P01( If applicable 2. Install the required NICE Recording NICE Recording 6.2.x -

Installation Manualsoftware on the Core server and satellites.

Applicable NICE Software Versions see page 11

If separate CTI Servers are present (configurations 2 and 3), install the required additional software (Microsoft.NET Framework 3.5 Service Pack 1 and Visual C++ Redistributable 2008 (x86))

on them. Make sure the option ‘Include VoIP support’ is selected during installation of the Recording System (checkbox in Setup window ‘Recorder configuration’). If you are not sure, consult procedure Procedure P02 ‘Adding VoIP Support’ for the steps how to verify and, if necessary, correct this.

3. Install or update the latest Procedure P01Parrot-DSC firmware

If applicable. See section ‘Installing/Updating Firmware’

The procedure to load the licenses depends on the type of license. Follow the relevant flow below.

IIa Parrot-DSC based licenses: 1. Add DLL files; copy INI file Procedure P02 2. Check and modify parrot.ini (VoIP

driver) Procedure P02

3. Load the applicable licenses Procedure P03.- (all VoIP instances)

4. Modify the PrtVOIP0.ini Procedure P05

5. Modify the PrtVOIP1.ini Modify further PrtVOIPx.ini files

Procedure P06 If you have a 2nd

If you have > 2 VoIP instances VoIP instance

6. Make licensed channels available Procedure P07

IIb Virtual or USB dongle based licenses (Available from R6.1 onwards) 1. Add DLL files; copy INI file Procedure P02

2. Check and modify parrot.ini: · Check VoIP driver · Remove PrtPCI driver

Procedure P02

3. Load the applicable licenses

(1stProcedure P04

VoIP instance)

4. Modify the PrtVOIP0.ini Procedure P05 5. Load the applicable licenses

(2ndProcedure P04

VoIP instance) If you have 2 instances

6. Modify the PrtVOIP1.ini Procedure P06 7. Load the applicable licenses and

modify PrtVOIPx.ini files Procedure P04 Procedure P06

If applicable (> 2 instances)

8. Make licensed channels available Procedure P07


Chk # Step Reference Remark

III Additional steps (for both licensing types) 1. Disable the Procedure P08IPv6 protocol Windows Server 2008 R2

only 2. Install Page Network Time Protocol 60 If required

Table 14: Preparatory Steps

Details of the steps mentioned above are described in the procedures and sections included below.

TIP: For more details about VoIP installations, consult the ’NICE Recording 6.2.x – Maintenance Manual’, and ‘Parrot-DSC - VoIP Installation Manual’

Next step

Upon completion of all steps mentioned above, all conditions for installing and configuring the NICE / Cisco Active CTI IP Recording Integration are in place. Then you can start with chapter 6 ‘Installation’.


Procedure P01 Installing Cards and Firmware

This section refers to the procedure to install the applicable Parrot-DSC Cards for the Active CTI IP recording method used.

Next, it describes the steps necessary for installing the Parrot-DSC firmware.

Installing Parrot-DSC Cards The global steps necessary to install the applicable Parrot-DSC Cards for the Active CTI IP recording method used are described in the ‘Parrot-DSC - VoIP Installation Manual’.

IMPORTANT Be sure to use an anti-ESD bracelet when handling cards!

NOTE: The installation of WinPcap, as described in the Parrot-DSC manual, is not

Installing/Updating Firmware

required with the Active CTI IP recording method.

Preparation

You must have following firmware version available. Put the file on a specified location on your system.

q voip_lic_mod_pci_07 (or higher)

If necessary, you can download the file from www.extranice.com > NICE Software Download Center (‘VoIP DSC License support firmware’ - login required).

Procedure

1. Start the Parrot API Programmer: Windows Start > (All) Programs > CyberTech > Parrot API > Programmer

A window appears, showing all Parrot-DSC cards installed on the system, with their properties.

Figure 5: Programmer – Parrot DSC Cards Firmware




2. Select the Board that has the firmware. It is now marked with a green ‘√’ symbol:

Figure 6: Programmer – Update Firmware

3. Use the Browse button

to select the new firmware file voip_lic_mod_pci_07 (or higher).

Figure 7: Programmer – Select Firmware File

4. Click the Start updating board configurations button.

5. Reboot the system to apply all changes.

· If necessary, repeat these steps for the other boards in the list.

IMPORTANT Be sure to REBOOT the system after a firmware update to apply your changes


Procedure P02 Adding VoIP Support

To perform this procedure, you must have following firmware version available. These files are available in the folder cti_vox_voip_32. Put them on a specified location on your system.

· PrtDCMP.dll version 1.10.3.1 (or higher)

· dbghelp.dll version 6.12.2.633 (or higher)

· PrtSRTP.dll version 1.1.0.4 (or higher)

· PrtVoip0.dll version 1.2.31.1433 (or higher)

· PrtVoIP0.ini

NOTE: For the actual paths of the folders mentioned below, refer to Appendix D ’File Locations’.

Adding and Copying DLL and INI Files 1. Stop the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for

instructions.

2. Navigate to the folder where the DLL files are located, and make a backup of it (including content and subfolders).

3. Put the files dbghelp.dll and PrtSRTP.dll into this folder.

4. Remove the existing PrtSRTP0.dll from the folder.

IMPORTANT Be sure to remove the existing PrtSRTP0.dll file. If not, it will cause improper functioning of the system.

5. Replace the following files in the folder. First check if the existing versions in the folder are older than the ones that you have.

· PrtDCMP.dll

· PrtVoip0.dll

6. Navigate to the folder where the INI files are located. Backup the folder (including content and subfolders).

7. Copy the file PrtVoip0.ini from the folder ‘cti_vox_voip_32’ to the ‘…\VoIP’ folder in the original folder with the INI files. This overwrites the PrtVoip0.ini that was just installed.

8. In case of multiple instances, copy the PrtVoIP0.ini, in the installation folder, and rename the copy to PrtVoIP1.ini for the second instance. For the 3rd

9. Put all copied VoIP INI files into the ‘…\VoIP’ folder in the folder with the INI files.

instance copy it to PrtVoIP2.ini, etc.


Check and Modify the Parrot.ini 10. Next step is to verify that the parrot.ini has the correct drivers. For this, navigate

to the folder where the INI files are located.

11. Open the file parrot.ini for editing. It looks like the following:

[GLOBAL] readonly=no [SERVER] ... [DRIVERS] driver1_name=PrtPCI driver1_type=0x0100 driver2_name=PrtVoIP driver2_type=0x1000 [SYSTEM] ... [BOARDS] ...

Figure 8: Parrot.ini (With Parrot and VoIP Driver)

12. Check the DRIVERS section of the file. Now, you have two possibilities:

· The system has (a) Parrot-DSC card(s) and a VoIP instancFigure 8

e. The DRIVERS section must be identical to above.

NOTE: The VoIP driver ‘PrtVoIP’ is added during the installation of NICE Recording, when you select the checkbox ‘Include VoIP support’ in Setup window ‘Recorder configuration’. If not, you must manually add the driver to the file.

· The system has no Parrot-DSC card, but only one or more VoIP instances

a. manually remove the lines ‘driver1_name=PrtPCI’ and ‘driver1_type=0x0100’.

. This means a virtual or USB dongle license has been installed. In such a case:

b. manually change the driver numbers of ‘driver2_name=PrtVoIP’ and ‘driver2_type=0x1000’ into ‘1’. The DRIVERS section of the parrot ini must now look like Figure 9 below

[DRIVERS] driver1_name=PrtVoIP driver1_type=0x1000 [SYSTEM] ...

Figure 9: Parrot.ini (VoIP Instance Only)

13. When finished, save the file parrot.ini.

14. Re-start the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for instructions.

TIP: You can also view the contents of the INI files in the Web GUI. Refer to Appendix E, section Viewing the Contents of INI Files for instructions.


Procedure P03 Loading Licenses - Parrot-DSC Based

This procedure describes how to load the license information using Parrot-DSC cards

Loading Virtual or USB Dongle Licenses

(“boards”). For , refer to Procedure P04.

Prerequisite Procedure P02: ‘Adding VoIP Support’

Procedure:

1. Start the Parrot-DSC License Tool: Windows Start > (All) Programs > CyberTech > Parrot API > License Tool

The following window appears, showing the licenses per installed board (two in the example):

Figure 10: Parrot-DSC License Tool

2. Select the board for which you want to load license information, and click License. The License window for the selected board appears:

Figure 11: License Window for Board 1

3. Click Get license. The current license information for the selected board is shown.


4. Copy the license string as delivered by NICE Systems. Include the quotation marks and the two checksum characters outside the quotation marks.

5. Click Paste license to load it. The license string is pasted into the field License key.

6. Click Set license to write the license information to the specified location. The License window now shows the information of the loaded license:

Figure 12: Loaded License for Board 1

· Perform the above steps for all installed boards.

NOTE: For an explanation of Data fields, refer to ‘Licensing’ ‘NICE Licensing’ on page 37.


Procedure P04 Loading Virtual or USB Dongle Licenses

This procedure describes how to load virtual or USB dongle licenses.

NOTE: Virtual or USB dongle licenses are only available for CTRS 6.1.

For USB dongle license

1. For

only: install the Sentinal Driver for USB (from the installation CD), then insert the USB dongle.

virtual dongle license CXXXX_XXXX_softlock.txt only: open the file , and verify that the FQDN (fully qualified domain name) matches the Full computer name of your system (My Computer > Properties > Computer Name). See Figure 13 below.

Figure 13: Softlock Text File

2. Stop all services.

3. Open the VoIP INI file of the instance this license is intended for. For the first instance this is the PrtVoIP0.ini.

NOTE: Note: For the actual paths of the folders containing the INI files, refer to Appendix D ’File Locations’.

4. Unlock the soft lock as follows:

· When using an USB dongle

· When using a

: in the VoIP INI file, go to the section [ApiSettings] and change LicComMode=0 to LicComMode=128.

virtual license dongle

CXXXX_XXXX_softlock.txt

: in the VoIP INI file, go to the section [License] (at the bottom) and fill in: SoftLockCode=<LockCode>. You can find the lock code in the (see Figure 13 above).

5. Save and close the VoIP INI file.

6. Re-start and stop all services.

7. Re-open the VoIP INI file for editing. At the bottom, the line items LicenseString and LicenseChecksum have been added.


Figure 14: VoIP INI File, After Adding the License Information

8. Copy the license string from the license file (excluding the quotation marks and the checksum

9. Type or copy the checksum after LicenseChecksum=.

) and paste it after LicenseString=.

10. Save and close the VoIP INI file.

11. Re-start all services

12. To verify the license information, open the Maintenance Tool (Windows Start > (All) Programs > CyberTech > Parrot API > Maintenance Tool).

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’.

a. In the initial window select Settings > Board. In the Board number window, select the “Board” of this VoIP instance (PrtVOIP0.ini = Board 1)

b. In the Input section, type show_license. The license information appears in the Output section.

Figure 15: License Information in Maintenance Tool

NOTE: For an explanation of Data fields, refer to ‘Licensing’ ‘NICE Licensing’ on page 37.


Next step

Next step is to configure this VoIP instance by modifying the VoIP INI file. For this, refer to:

· Procedure P05 on page 55 (for the first VoIP instance), OR:

· Procedure P06 on page 57 (for further VoIP instances).


Procedure P05 Configuring the First VoIP Instance

NOTE: If there is only 1 VoIP instance, it is not necessary to perform this procedure. However, an upgrade from 1 to 2 (or more) instances might be planned in the future. For this, it is recommended to perform this subsection also if there is only 1 instance.

Prerequisite

· Procedure P03 ‘Loading Licenses - Parrot-DSC Based’, or:

· Procedure P04 ‘Loading Virtual or USB Dongle Licenses’

Procedure

1. Open the PrtVOIP0.ini, and go to the section ‘[DynamicAudioPorts]’. The contents look like the following:

[DynamicAudioPorts] LoadPresetHelp=LoadPreset: 0 - do not load presets, 1 - Load local and remote port, 2 - Load dual local port LoadPreset=2 AutoSetFromFirstEntry=1 AudioIP________000=255.255.255.255 AudioLocalPort_000=10002 AudioLocal2Port000=10003 AudioIP________001=255.255.255.255 AudioLocalPort_001=10004 AudioLocal2Port001=10005 AudioIP________002=255.255.255.255 AudioLocalPort_002=10006 AudioLocal2Port002=10007 AudioIP________003=255.255.255.255 AudioLocalPort_003=10008 AudioLocal2Port003=10009 ... ... ... AudioIP________249=255.255.255.255 AudioLocalPort_249=10500 AudioLocal2Port249=10501 [MacToChannel] MacForCh000=00-00-00-00-00-00 MacForCh001=00-00-00-00-00-00 MacForCh002=00-00-00-00-00-00 ...

Figure 16: VoIP INI File, Before Modification

2. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with the exception of the first three lines, which have the sequential number 000.


The file now looks like the following:

[DynamicAudioPorts] LoadPresetHelp=LoadPreset: 0 - do not load presets, 1 - Load local and remote port, 2 - Load dual local port LoadPreset=2 AutoSetFromFirstEntry=1 AudioIP________000=255.255.255.255 AudioLocalPort_000=10002 AudioLocal2Port000=10003 [MacToChannel] MacForCh000=00-00-00-00-00-00 MacForCh001=00-00-00-00-00-00 MacForCh002=00-00-00-00-00-00 ...

Figure 17 VoIP INI File, After Modification

3. When finished, save the file PrtVOIP0.ini

4. Start the Recording Service (this will also re-start the DSC Service). Consult Appendix E, section ‘Stop/Start a Single Service’ for instructions.

The system now configures all licensed Audio Local Ports for the first VoIP instance.

Next step

· If further VoIP instances must be installed:

· For Parrot-DSC based licenses: Procedure P06 ‘Configuring Further VoIP Instances’

· For Virtual or USB dongle licenses: Procedure P04 ‘Loading Virtual or USB Dongle Licenses’

· If no further VoIP instances must be installed: Procedure P07 ‘Making the Licensed Channels Available’.


Procedure P06 Configuring Further VoIP Instances

Prerequisite Procedure P05: ‘Configuring the First VoIP Instance’.

1. For the 2nd (or further) instanceAppendix E

of a VoIP license, first stop the DSC Service. For instructions, consult , section 0 ‘Stop/Start All Services’.

2. In the folder with the INI files, open the PrtVOIP0.ini, which you modified before, and go to the section ‘[DynamicAudioPorts]’.

3. Check the number of the last ‘AudioLocal2Port’ included in that INI file (10xxx). Make a (mental) note of that number.

4. Open the PrtVOIP1.ini, and go to the section ‘[DynamicAudioPorts]’. Refer to Figure 16 above to see how it looks like.

5. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with the exception of the first three lines

6. Replace the number of AudioLocalPort_000=10… by 10xxx, in which xxx is the value found in step

, which have the sequential number 000.

3, increased by 1.

7. Replace the number of AudioLocal2Port_000=10… by 10xxx, in which xxx is the value found in step 3, increased by 2.

Example

8. When finished, save the file PrtVOIP1.ini

: if the number of the last AudioLocal2Port_173 in the PrtVOIP0.ini is 10348, then in PrtVOIP1.ini AudioLocalPort_000=10349 and AudioLocal2Port_000=10350.

IMPORTANT When you are configuring further VoIP instances, take the last ‘AudioLocal2Port’ of the previous PrtVOIP….ini as a starting point.


Procedure P07 Making the Licensed Channels Available

1. Log on to a recorder (Core Server with recording channels or Satellite). Use an account with Administrator rights.

2. Start the Parrot Maintenance Tool: Windows Start > (All) Programs > CyberTech > Parrot API > Maintenance Tool.

3. Select the option Board in the Settings menu (not shown here). A window appears, displaying the first board by default:

Figure 18: Board number

4. Select the required VoIP board and click OK.

5. In the input window, type ‘reload all’ and press [Enter]. This makes all licensed channels available.

Figure 19: Maintenance Tool - Reload

6. Reboot the system.

7. Log on to the system again, using the recorder account.

8. Open the Monitor Tool, using the icon on your desktop.

9. Verify in the left-hand pane (Line status) that the VoIP channels have been added.

Figure 20: Monitor Tool – Verify Availability of Channels


Procedure P08 Disabling IPv6 Protocol

For a proper installation of the NICE / Cisco Active CTI IP Recording Integration software on Windows Server 2008 R2, you must disable the IPv6 protocol.

IMPORTANT Perform this procedure only if you are installing on Windows Server 2008 R2.

In the installer kit a special patch file is available: DisableIPv6.reg

To install it, perform following steps on Core Server, CTI server (if present), and on all satellites (if present):

1. Double-click the file DisableIPv6.reg, from a local drive or CD.

2. Two message prompts appear. On both, click OK.

3. Reboot the system to apply the registry changes.

· Repeat these steps on all servers that are part of the NICE Recording system.


Checking Network Time Protocol Synchronization All systems in the NICE Recording system (Core Server, CTI Server and satellites) must refer to a single time standard. To ensure synchronized clock time, Network Time Protocol (NTP) must be installed on all servers and workstations used in this recording integration.

Verify if each system is equipped with NTP time service and synchronized, as follows:

1. Double-click the Windows time indication in the system tray.

2. In Windows 2008 R2 click ‘Change date and time settings…’.

3. Go to tab Internet Time. Check if the correct time server is installed.

If not, verify with the customer which NTP service must be installed. Installation of the NTP service recommended by CyberTech is described in Appendix F ‘Network Time Protocol’.

Next Step

Upon completion of this chapter, all conditions for installing and configuring the NICE / Cisco Active CTI IP Recording Integration are in place. You can now start with chapter 6 ‘Installation’.


6

Installation This chapter describes the actions necessary to install the NICE / Cisco Active CTI IP Recording Integration software.


· Introduction

· Installer Kit

· Upgrading from Previous Versions

· Configuration Dependent Installation

· Installing on Configuration 1 (All-in One)

· Installing on Configuration 2 or 3

· Installing on the Core Server

· Installing on a Satellite

· Installing on a Dedicated CTI Server

IMPORTANT Before starting the installation, verify that the Prerequisites are met as described in chapter 5.


Introduction

IMPORTANT Please be aware that the procedures described in this chapter must be carried out by trained staff to prevent system damage.

Installer Kit

The specific ‘Cisco_Active_IP_6.0.x’ installer kit performs all the necessary actions in a manner transparent to the user. It copies the applicable Cisco database fields to the database, and sets the files extrafields.ini and cti_receiver.ini accordingly.

The installer kit is the same for all NICE Recording Configurations. It contains an .msi file, a setup.exe, and release notes. There is an -x86.msi file for 32-bits operating systems, and an -x64.msi file for 64-bits operation systems.

Consult ‘Required Firmware and Software’ on page 43 for the contents and versions of the installer kit.

IMPORTANT Verify if you have the correct installation file for the specific Operating System (32-bits or 64-bits).

NOTE: The screenshots in this chapter show ‘…Cisco Active R6.0.0’. Except for the version numbers, the setup screens for higher versions (6.0.x) are identical to the ones shown here.

Locating Files

The locations of the installed NICE / Cisco Active CTI IP Recording Integration software depend on the version of NICE Recording and the Windows Server platform used.

Refer to Appendix D ‘File Locations’ for details on the folders where you can find the INI and DLL files, and other integration software.

Upgrading from Previous Versions

This section is only relevant if you are installing Cisco_Active_IP_6.0.x as an upgrade of an earlier version. For new installations, you can skip this section.

Upgrade from Cisco Active IP 3.x

When you install Cisco_Active_IP_6.0.x on a system that has Cisco Active IP 3.1.x or 3.2.x already installed, you must uninstall the previous version.

For this, follow the instructions in Appendix K ‘Upgrading from Cisco Active IP 3.x’.

IMPORTANT If you do not uninstall the previous version Cisco Active IP 3.x before installing the new version, errors will occur.


Upgrade from Cisco Active IP 4.x

When you install Cisco_Active_IP_6.0.x on a system that has Cisco Active IP 4.x or 5.x already installed, you do not need to take any specific actions. Follow the installation instructions for a new Cisco setup

.

NOTE: Uninstalling Cisco 4.x before installing Cisco Active 5.x is not

Configuration Dependent Installation

necessary.

The installation procedure of the NICE / Cisco Active CTI IP Recording Integration software depends on the specific configuration type you need to install.

· To install the integration software on configuration 1 (“All-in One” system), follow the instructions in section Installing on Configuration 1 (All-in One) on page 64.

· To install the integration software on configuration 2 or 3, follow the instructions in section Installing on Configuration 2 or 3 on page 73.

After successful completion of the applicable procedure in this section, you can start configuring the recording integration, as described in chapter 7 ‘Configuration’.


Installing on Configuration 1 (All-in One) Since there is only one system in Configuration 1 (Core Server with Recording Channels and an integrated CTI Server), you have to perform this installation procedure only once.

IMPORTANT Be sure to reboot the system after installation.

Procedure

1. To start the installation, double-click the file setup.exe that comes together with the .msi installation file, from a local drive or CD.

IMPORTANT Be sure the file vcredist_x86.exe (for the Visual C++ Runtime Libraries) is available in the subfolder ‘vcredist_x86’ in the installation folder.

NOTE: While installing, the setup.exe file also checks if services .NET Framework 3.5 SP1 and Visual C++ Runtime Libraries are installed.

If a different version of the Visual C++ Runtime Libraries is already installed, the setup installs the required version next to it.

IMPORTANT Do not start the installation by clicking the .msi file. If you do, and the above services are not installed, the installation is stopped.

The Welcome window of the Setup Wizard appears.

2. The setup recognizes the system as a Core Server with recording channels. Verify this in the Welcome window (see red rectangle in Figure 21).

Figure 21: All-In-One – Welcome Window


3. Click Next. The Release Notes appear.

Figure 22: All-In-One – Release Notes

4. Read the Release Notes and click Next. The window Destination Folder appears:

Figure 23: All-In-One – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version and the Windows platform used. Refer to Appendix D for the actual file paths.

If so desired, you can change the destination folder from its default location by clicking the Change button.


5. Click Next. The window Service Credentials appears:

Figure 24: All-In-One – Service Credentials

6. Fill in the Account Name. By default, this is ‘service’.

7. Fill in the appropriate Password.

8. Click Next. If the credentials are not correct, the following window appears:

Click OK to correct the service credentials (see above).

Figure 25: All-In-One - Invalid Service Credentials

9. If the credentials are correct, the window Deployment Type appears:

Figure 26: All-In-One – Deployment Type


10. Select the All-in-one same system as the Core Server and recording channels software.

button. This will install the CTI Server software on the

The window Custom Setup appears:

Figure 27: All-In-One - Custom Setup, Instance 01

11. Specify the number of JTAPI link controllers you have to install, with a minimum of 1 and a maximum of 8. For this

a. Unfold the list of JTAPI link controllers

b. Click on the dropdown arrow of each required ‘Instance’ in the tree.

c. Click on

Will be installed on local hard drive.

Figure 28: All-In-One - Custom Setup, Select JTAPI Instance

NOTE: In this screen the JTAPI Link controllers are referred to as ‘Cisco Link Controllers’.


12. Specify the number of SIP Server link controllers you have to install, with a minimum of 1 and a maximum of 8. For this:

a. Unfold the list of Sip Server link controllers


c. Click on

Will be installed on local hard drive.

Figure 29: All-In-One - Custom Setup, Select SIP Server Instance

NOTE: In this screen the SIP Server Link Controllers are referred to as ‘Cisco SIP Servers’.

· To verify if there is sufficient disk space, you can click the button Disk Usage. The Disk Space Requirements window appears:

Click OK to return to the Custom Setup window.

Figure 30: All-In-One – Disk Space Requirements

13. Click Next. The New or upgrade Window appears:


Figure 31: All-In-One – New or Upgrade

14. Select the required option by clicking the applicable button:

· New Cisco setup

· if this is the

:

first time

· if you are upgrading from Cisco Active IP

the Cisco Active IP integration software is installed on this system.

version 4.0

The window Ready to install appears. Continue with step

.

16.

· Upgrade Cisco setup , if you are upgrading from the Cisco Active IP version 3.1 or 3.2

For further instructions on upgrading, consult

. Selecting the Upgrade option will not install a new Extrafield.ini, but preserves the existing one.

Appendix K.

The window Upgrade from version appears:

Figure 32: All-In-One – Upgrade from version


15. Select the Cisco Active installation version from which you are upgrading by clicking the applicable icon.

IMPORTANT Be sure version 3.x has been uninstalled.

The window Ready to install appears

Figure 33: All-In-One – Ready to Install

16. Click Install to continue. The system starts the installation The Installing window shows the progress of the installation:

Figure 34: All-In-One – Installation Progress


17. During the installation process following warning appears:

Figure 35: All-In-One –

Message about Installing Correct DLL file

This message reminds you that you have to install the correct firmware file. If you have properly carried out all preparatory steps, the DLL files from the correct cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.

If you didn’t, click OK and cancel the installation. Then install the DLL files from the correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP Support’, and start the installation all over again.

IMPORTANT Without the proper cti_vox_voip version, the NICE / Cisco Active CTI IP Recording Integration will not work.

18. Click OK. During the installation process, also following warnings might appear:

Figure 36: Warning: Database Fields (All-in-One))


NOTE: This warning appears in case of an upgrade installation, when the Cisco-specific database fields CVSC02 (Last Disconnect Cause) and CVSC15 (All Parties) cannot be added to the database because it already contains custom fields.

You have to correct this manually after the installation has completed. For instructions, consult section ‘Replace the File ExtraFields.ini’ in Appendix K.

19. Click OK.

20. Wait until the installation completes The Completed the Setup window notifies successful completion:

Figure 37: All-in-One - Installation Completed

21. Click Finish to exit the installation. `

NOTE: If the installation did not

22. Reboot the system to make all changes come into effect.

complete, solve the problem causing the premature ending and run the set-up procedure again.

Next steps

Upon completion of this step, you have installed the NICE / Cisco Active CTI IP Recording Integration software on an ‘All-in-One’ configuration. Skip the next sections of this chapter, and proceed with chapter 7 ‘Configuration’.


Installing on Configuration 2 or 3 This section describes how to install the NICE / Cisco Active CTI IP Recording Integration software on a configuration with one or more separate CTI Server(s)

· In

.

configuration 2

· In

, the recording channels are on the Core Server, similar to configuration 1, but it has a separate dedicated CTI Server.

configuration 3

Installation Sequence

, the recording channels are accommodated by one or more separate satellite(s). It also has separate dedicated CTI Servers (in this integration maximum 4)

You perform the installation procedure on each component of the Recording System. The correct sequence for installing is the following:

1. Core Server (with or without recording channels)

2. Satellite(s), if present

3. Dedicated CTI Server(s)

IMPORTANT For a successful installation, install the integration software in the sequence mentioned above.

Installing on the Core Server

This section describes the steps necessary to install the NICE / Cisco Active CTI IP Recording Integration software on a Core Server with or without recording channels.


Procedure

On the Core Server, perform following steps:






IMPORTANT Do not start the installation by clicking the .msi file. If you do, and the above services are not installed, the installation is stopped

The Welcome window of the Setup Wizard appears:

Figure 38: Core Server (With Recording Channels) – Welcome Window

2. Verify in the Welcome window if the setup recognized the system correctly. The red rectangle in Figure 38 above shows the text when installing a Core Server with

When installing a Core Server

recording channels (configuration 2).

without

recording channels (configuration 3) the window shows the text:

Figure 39: Core Server (No Recording Channels) – Welcome Window



Figure 40: Core Server – Release Notes


Figure 41: Core Server – Destination Folder



5. Click Next. The window Service Credentials appears:


Figure 42: Core Server - Service Credentials

6. Fill in the Account Name. By default, this is ‘service’.

7. Fill in the appropriate Password.

8. Click Next. If the credentials are not correct, the following window appears:

Figure 43: Core Server - Invalid Service Credentials

· Click OK to correct the service credentials (see above).

If the credentials are correct, the window Deployment Type appears:


Figure 44: Core Server - Deployment Type

9. Select the button

The window New or Upgrade appears:

Dedicated server. Now, on this server only the Core Server software will be installed (with or without recording channels). The CTI software will be installed on a separate server in a later phase.

Figure 45: Core Server – New or Upgrade


Select the required option by clicking the applicable button:

· New Cisco setup

· if this is the

:

first time



version 4.0


.

11.



. Selecting the Upgrade option will install a new Extrafield.ini, which is the same as the file used in version 3.1. or 3.2.

Appendix K.


Figure 46: Core Server – Upgrade from version


IMPORTANT Be sure the earlier version has been uninstalled.

The window Ready to Install appears:


Figure 47: Core Server - Ready to Install

11. Click Install to start the installation process.

The Installing window shows the progress of the installation:

Figure 48: Core Server – Installation Progress

12. If you are installing a Core server with recording channels, during installation the following warning appears:


Figure 49: Core Server –


This message reminds you that you have to install the correct firmware file. If you have properly carried out all preparatory steps, the DLL files from the correct cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.

If you didn’t, click OK and cancel the installation. Then install the DLL files from the correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP Support’, and start the installation all over again.


13. During the installation process, also following warnings might appear:

Figure 50: Core Server - Warning: Database Fields


NOTE: This warning appears in case of an upgrade installation, when the Cisco-specific database fields CVSC02 (Last Disconnect Cause) and CVSC15 (All Parties) cannot be added to the database because it already contains custom fields.

You have to correct this manually after the installation has completed. For instructions, consult section ‘Replace the File ExtraFields.ini’ in Appendix K.

14. Click OK.

15. Wait until the installation completes. The Completed the Setup window notifies successful completion:

Figure 51: Core Server - Installation Completed

16. Click Finish to exit the installation.




Upon completion of this step, you have installed the NICE / Cisco Active CTI IP Recording Integration software on the Core Server.

Next steps

Now, depending on the recording system configuration, proceed as follows:

· If the recording system has one or more satellites Core Server with a separate CTI Server and Satellite(s)

(configuration 3 - ), perform the steps of the next section

‘Installing on a Satellite’.

· If the system does not have any satellites Core Server with Recording Channels and a separate CTI Server

(configuration 2 - ), skip the next section and go to

section ‘Installing on a Dedicated CTI Server’.


Installing on a Satellite


Procedure

On each satellite, perform following steps:







Figure 52: Satellite – Welcome Window


2. The setup recognizes the system as a Satellite. Verify this in the Welcome window (see red rectangle in Figure 52 above).


Figure 53: Satellite – Release Notes


Figure 54: Satellite – Destination Folder




5. In the Destination Folder window, click Next. The window New or Upgrade appears:

Figure 55: Satellite - New or Upgrade

Select the required option by clicking the applicable button:

· New Cisco setup

· if this is the

:

first time



version 4.0


.

7.



. Selecting the Upgrade option will not install a new Extrafield.ini, but preserves the existing one.

Appendix K.



Figure 56: Satellite - Upgrade from Version


IMPORTANT Be sure the earlier version has been uninstalled.

The window Ready to Install appears:

Figure 57: Satellite - Ready to Install



T

he Installing window shows the progress of the installation:

Figure 58: Satellite – Installation Progress

8. During installation, the following warning appears:

Figure 59: Satellite -


9. This message reminds you that you have to install the correct firmware file. If you have properly carried out all preparatory steps, the DLL files from the correct cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.

10. If you didn’t, click OK and cancel the installation. Then install the DLL files from the correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP Support’, and start the installation all over again.


11. Wait until the installation completes. The Completed the Setup window notifies

successful completion:


Figure 60: Satellite – Completed the Setup





Upon completion of this step, you have installed the NICE / Cisco Active CTI IP Recording Integration software on a satellite.

IMPORTANT iIf you carried out an upgrade installation, first consult Appendix K ‘Upgrading from Cisco Active IP 3.x’ for further steps.

· Repeat this subsection for each satellite in the recording integration.

Next step

After successful installation of the integration software on allInstalling on a Dedicated CTI Server

satellites, go to section ‘ ’.


Installing on a Dedicated CTI Server

Perform the procedure below on all systems that are designated as (active) CTI Servers.

NOTE: In case of CTI Server Resilience, at this moment you must install and configure only the active

Install the passive CTI Server(s) only after you have completely installed and configured the NICE / Cisco Active CTI IP Recording Integration, For this, refer to the CT Recording Solutions R6 - CTI Resilience Manual

CTI Server(s).

After installation, the first (active) CTI Server that you install is referred to in the Web GUI as ‘CTI server 1’. If you install more CTI servers, they are named ‘CTI server 2’, ‘CTI Server 3’ and ‘CTI Server 4’, in the order of installation.

NOTE: You can change the CTI Server names, if required. For this, refer to chapter 7, section ‘Renaming CTI Servers’ on page 123.


Procedure

On each CTI Server, perform following steps:








Figure 61: Dedicated CTI Server – Welcome Window

2. The setup recognizes the system as a dedicated CTI Server. Verify this in the Welcome window (see red rectangle in Figure 61 above).

NOTE: In exceptional cases, the setup can detect an existing CTI Server on this system. If so, the Welcome window shows following message:

Figure 62: Dedicated CTI Server – CTI Server Detected

This will not affect the procedure. Continue with the next step.



Figure 63: Dedicated CTI Server – Release Notes


Figure 64: Dedicated CTI Server – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version and the Windows platform used. Refer to Error! Reference source not found. ‘Error! Reference source not found.’ for the actual file paths.



5. In the Destination Folder window, click Next. The window Logging Settings appears:

Figure 65: Dedicated CTI Server – Logging Settings

6. Type the following data:

· Log File Location: Folder in which the log files are stored. The default is ‘C:\logfiles’.

NOTE: Log files are used for troubleshooting. They may grow into huge files. For this reason, it is often preferred not

to store them on the partition that contains the operating system (usually C:\), but on a data partition. You can replace C: by a different partition letter. Verify if the desired partition is available.

IMPORTANT There will be no

error message generated if the selected partition is unavailable. Selecting an unavailable partition will lead to loss of log files.

· Log File Retention: Number of days the log files are retained (default value: 14)

7. Click Next. The window Database Settings appears:


Figure 66: Dedicated CTI Server – Database Settings

8. Type the following data:

· Host Name: IP address of the Core Server.

· Database Name: Name of the database (default ‘recorder’)

· User Name: User name for accessing the database (default ‘recorder’)

· Password: The password that is used for recorder installation

9. Click Next. The window Custom Setup appears:

Figure 67: Dedicated CTI Server - Custom Setup, Instance 01


10. Specify the number of JTAPI link controllers you must install, with a minimum of 1 and a maximum of 8. For this:

a. Unfold the list of JTAPI link controllers


c. Click on Will be installed on local hard drive.

Figure 68: Dedicated CTI Server -

Custom Setup, Select JTAPI Instance

11. Specify the number of SIP Server link controllers you must install, with a minimum of 1 and a maximum of 8. For this:

a. Unfold the list of Sip Server link controllers


c. Click on Will be installed on local hard drive.

NOTE: In this screen the SIP Server Link controllers are referred to as ‘Cisco SIP Servers’.

NOTE: In this screen the JTAPI Link controllers are referred to as ‘Cisco Link Controllers’.


Figure 69: Dedicated CTI Server -

Custom Setup, Select SIP Server Instance

· To verify if there is sufficient disk space, you can click the button Disk Usage. The Disk Space Requirements window appears:

Figure 70: Dedicated CTI Server – Disk Space Requirements

· Click OK to return to the Custom Setup window.


12. Click Next. The window Ready to Install appears:

Figure 71: Dedicated CTI Server - Ready to Install


14. T

he Installing window shows the progress of the installation:

Figure 72: Dedicated CTI Server - Installing

15. Wait until the installation completes. The following window notifies this:


Figure 73: Dedicated CTI Server - Installation Completed


NOTE: If installation did not complete, solve the problem causing the premature ending and run the set-up procedure again


· Repeat the steps in this subsection on the other systems that are designated as CTI Servers.

NOTE: After an upgrade from version 4.x or 5.x, the existing CTI Server will become ‘CTI Server 1’, and all existing link controllers are assigned to this server. Upon completion of the installation, these link controllers will have an alias in the web GUI: <link name> on CTI Server 1.

Next step

Upon completion of this step, you have completed the installation of the NICE / Cisco Active CTI IP Recording Integration software. Now you can proceed with chapter 7 ‘Configuration’.


7

Configuration This chapter describes the steps necessary to configure the NICE / Cisco Active CTI IP Recording Integration.


1. Defining Channel Groups

2. Configuring the Link Controllers

· Configuring a JTAPI Link

· Configuring a SIP Server Link

3. Defining Link Groups

· Configuring Link Groups

· Configuring a Failover Link

· Monitoring Link States

4. Defining Targets

· Adding a New Target

· Monitoring Target States

5. Defining Target Groups

6. Configuring Database Fields

7. Renaming CTI Servers (if required)

IMPORTANT For a successful configuration, the tasks must be performed in the sequence indicated above.

IMPORTANT Before starting to configure, verify that the CTI Receiver is enabled for the Active Cisco recording channels on the Core Server / satellite(s).


NICE/CT Web GUI

To configure the NICE / Cisco Active CTI IP Recording Integration, you use the NICE/CT Web GUI. This is a web-based interface in the standard browser window, which contains various options grouped into tabbed menus, or ‘tabs’ for short.

Refer to Appendix E section ‘Logging On to the Web GUI’ for instructions.


Defining Channel Groups The procedure below describes the steps necessary to create a channel group for the NICE / Cisco Active CTI IP Recording Integration.

1. In the Web GUI, click the tabs system configuration > channel groups. The window Overview of all channel groups appears:

Figure 74: Channel Group Overview

2. Click the Add

button in the top right-hand corner to define a new Cisco channel group.

Figure 75: Add New Channel Group

NOTE: In NICE Recording R6.0.x, the pane Channel group retention appears only if the system has a license for EMC Archiving.

3. Type the following data in the Name and description pane:


Figure 76: Name and Description

· Name: The name of the channel group. You can use text, digits and spaces, maximum 25 characters.

· Description: Text to describe the channel. Free text.

4. Type the following data in the Channel group properties pane:

Figure 77: Channel Group Properties

· Alias used by external applications: (Optional) convenient short name to refer to the channel group, preferably derived from its name. Do not

· Channel IDs: Channel numbers. Specify reserved channel numbers in the group. Select a range by typing first number, hyphen (-), last number. To reserve all channels you can also type a hyphen (-) only. You can also use the channel picker (> button) to select your channels.

use spaces!

· Default mark: Select 'Normal calls'. This is selected by default.

IMPORTANT When using more than one Link group, specify the channel numbers you have to include in the group. Otherwise, include all channels.

5. In the pane Channel group retention, click the > button to define the retention period. This is the retention time of the calls recorded through the channels that belong to this group.


NOTE: The channel group retention time is overruled by the value defined in the user group profile, the user profile, and the target group (in that order, ascending).

Figure 78: Channel Group Retention

NOTE: From NICE Trading Recording R6.1.1 the Channel group retention pane does not show the remark ‘(days)’.

6. Click the Add record button to save the channel group and close the entry window.

7. Note that the newly created channel group is added to the list:

Figure 79: Cisco Channel Group Added

TIP: Consult the ‘NICE Recording 6.2.x - Installation Manual’ for more information on channel groups.


Configuring the Link Controllers This section describes the steps necessary to configure non-secure JTAPI and SIP Server Link Controllers, by defining their properties.

To configure secureAppendix G

JTAPI and SIP Server links, first set them up as non-secure links, according to the steps described in this section. Then consult ‘Setting up Secure Links’, to configure them as secure links.

NOTE:

· The Secure SIP Trunk feature is supported by CUCM 7 and 8 (and higher). · Secure JTAPI is supported by CUCM 8 (and higher). · SRTP (secure audio) in combination with the Secure SIP Trunk feature is

supported by CUCM 8 (8.5)

Prerequisite

Procedure

: at least one channel group has been defined per available link controller..

You start the configuration by opening the Overview of all links.

1. Click the cti integration > links tabs to show a list of all currently installed link controllers:

Figure 80: Link Overview

2. Verify that the link overview shows at least one JTAPI Link Controller (CISCOLNK...) and SIP Server Link Controller (CISCOSIP...) for each CTI Server

.

NOTE: Each CTI Server can have maximum 8 JTAPI and 8 SIP Server link controllers.


Configuring a JTAPI Link

This subsection describes how to configure a non-secure JTAPI link controller.

IMPORTANT If the system uses secure JTAPI links, first set the parameters of all JTAPI link controllers to non-secure (finish the section below). Then configure the secure JTAPI Links.

For details consult Appendix G ‘Setting up Secure Links’.

1. In the Overview of all links, click the desired JTAPI Link Controller to show and/or modify its link and connection settings. The General link settings and Connection settings panes appear:

Figure 81: Cisco JTAPI Link and Connection Settings

2. Add the following settings in the General link settings pane:

Figure 82: Cisco JTAPI General Link Settings (Non-secure)


· Link alias: A convenient name to refer to this link controller, for example, to distinguish it from the link controllers of the other CTI servers. Free text; letters, digits and spaces are allowed.

NOTE: When you have done an upgrade installation, the link controllers that existed on the system already received the alias ‘<link name> on CTI Server 1’.

NOTE: You can create similar Link aliases that include the name of the CTI Server of this link controller. However, this alias will not change

· Link name: Name of the Cisco JTAPI Link Controller. It is defined by the setup and cannot be changed.

automatically when the alias of the CTI Server is changed.

· CTI server name: Alias of the CTI server this link controller is installed on. It is defined when installing the recording system and cannot be changed.

· Link enabled: Indication that the Cisco JTAPI Link Controller is activated. Make sure that the checkbox is selected.

· Auto-discovery enabled: Leave unchecked.

· Link parameters: If you accept the default values for the link controller’s parameters, you can leave these parameters out (‘No recording warning tone’ and ‘Manage targets’ for Application Invoked Recording).

IMPORTANT Parameters and parameter values entered in this field must exactly match the parameters and values described here. They are case sensitive!

Otherwise, the possible link parameters are:

· playtonedirection (optional): Warning tone that is played on handsets when recording is started. Possible values are:

0: Recording warning tone on target extension only

1: Recording warning tone on non-target extension

2: Recording warning tone on both target and non-target extensions

3: No recording warning tone. Default.

Example

· operatingmode (optional): Indicates whether Cisco Automatic Call Recording is used or not. Possible values are:

: playtonedirection=0

managetargets: Cisco Automatic Call Recording is not used, the JTAPI link is leading. Default (for JTAPI).

observetargets: Cisco Automatic Call Recording is used, the SIP Server link is leading.

Example: operatingmode=observetargets


IMPORTANT If you use the parameter ‘operatingmode’ for the JTAPI link, be sure also to - specify the same value (managetargets/observetargets) for the other JTAPI links in the same link group - specify the other value (observetargets/managetargets) for the SIP Server link that belongs to the same link group (see Configuring a SIP Server Link below).

TIP: Refer to section ‘Cisco Automatic Call Recording’ for details.

3. In the Connection settings pane, add the following settings:

Figure 83: Cisco JTAPI Connection Settings (Non-secure)

· Connection host:

· IP port: Reserved port number. Fill in 2748 for a non-secure

· Connection user: Type the user name of the CUCM application user.

JTAPI link.

· Connection password: Type the password of the CUCM application user.

· Password (retype): Retype the password.

· SSL enabled: Leave unchecked for a non-secure JTAPI link.

· Link group: Name of group in which this link is included. This parameter is set during the configuration of Link groups (section Defining Link Groups on page 110).

4. Click the Save changes button (not shown) to return to the Link overview. Note that the link controller is enabled (marked with green Ö

).

Figure 84: Cisco JTAPI Link Overview – Enabled Link


Configuring a SIP Server Link

This subsection describes how to configure a non-secure SIP Server link controller.

IMPORTANT If the system uses a secure SIP Trunk, first set the parameters of all SIP Server link controllers to non-secure (finish the section below). Then set up the secure SIP Trunk(s), including the configuration.

For details consult Appendix G ‘Setting up Secure Links’.

1. In the Overview of all links, click the SIP Server link controller to show and/or modify its link and connection settings. The General link settings and Connection settings panes appear:

Figure 85: SIP Server Link and Connection Settings

2. Add the following settings in the General link settings pane:

Figure 86: SIP Server General Link Settings


· Link alias: A convenient name to refer to this link controller, for example, to distinguish it from the link controllers of the other CTI servers. Free text; letters, digits and spaces are allowed.

· Link name: Name of the SIP Server link controller. Is defined by the setup and cannot be changed.

· CTI server name: Alias of the CTI server this link controller is installed on. Defined when installing the recording system and cannot be changed.

· Link enabled: Indicates the SIP Server link controller is activated. . Make sure that the checkbox is selected.

· Auto-discovery enabled: Leave unchecked.

· Link parameters. If you accept the default values for ‘siptransport’ and for ‘operatingmode’, you can leave these parameters out. (Default for siptransport=TCP and for operatingmode=observetargets for Application Invoked Recording)

The possible link parameters are:

· sipaddress=<IP address of network adapter> (IPv4) Use this setting only in one of following cases (otherwise leave it out):

· Multiple link groups

· The server has

(on one CTI Server) When multiple link groups are used, each SIP server must have its own (virtual) IP address that is assigned on the CTI Server.

more than one network interface card

EXAMPLE: sipaddress=10.0.0.100

(NIC or ‘network adapter’). The IP address entered is one of the IP addresses of the CTI server. You can assign more addresses to one NIC.

IMPORTANT In case of CTI Server Resilience with two SIP Servers in two link groups on one CTI Server, the port number is distinguishing (see Connection settings below). In that case you must leave out the parameter ‘sipaddress’ here.

· siptransport=udp: Transport protocol used for the SIP Trunk. Possible values are ‘tcp’ or ‘udp’. Default

· operatingmode=managetargets. Indicates whether Cisco Automatic Call Recording is used or not. Possible values are:

: TCP.

· managetargets: Cisco Automatic Call Recording is used, the SIP Server link is leading.

· observetargets: Cisco Automatic Call Recording is not used, the JTAPI link is leading. This value is default for SIP.


IMPORTANT If you use the parameter ‘operatingmode’ for the SIP Server link, be sure to set this parameter also for all JTAPI links belonging to the same link group (see ‘Configuring a JTAPI Link’ above). Make sure that the parameter value (managetargets/observetargets) for the SIP Server is not

the same as the value for the JTAPI links.

TIP: For details, refer to chapter 3, section ‘Cisco Automatic Call Recording’.

3. Add the following settings in the Connection settings pane:

Figure 87: SIP Server Connection Settings (Non-secure)

· Connection host: fill in the same address as for the corresponding JTAPI link (IP address of the CUCM’s publisher or one of the subscribers).

· IP port: Reserved port number. Fill in 5060 for a non-secure SIP Server link. See note ‘IMPORTANT’ below.

· Connection user: Leave this empty.

· Connection password: Leave this empty.

· Password (retype): Leave this empty.

· Link group: Name of group in which this link is included. This parameter is set during the configuration of Link groups s(section Defining Link Groups on page 110).

· SSL enabled: Leave unchecked for a non-secure SIP Server link.

IMPORTANT In case of CTI Server Resilience with two SIP Servers in two link groups on one CTI Server, the first SIP Server link controller uses port 5060 (or 5061 for secure SIP). The port number of the second SIP Server link controller must be 5062.

4. Click the Save changes button (not shown) to return to the Link overview. Note that both link controllers are enabled (marked with green Ö).


The window Overview of all links in Figure 88 below shows all available JTAPI and SIP Server link controllers, when they all have been enabled.

Figure 88: Link Controllers Enabled

Next step

After you have configured all JTAPI and SIP Server Link controllers, you can start adding them to Link groups

IMPORTANT A link controller must be included in a link group to be available for use.


Defining Link Groups This section describes the steps to do the following:

· Configuring Link Groups

· Configuring a Failover Link

· Monitoring Link States

Preconditions

For each link group you have to define, following preconditions apply:

· At least one JTAPI Link Controller has been installed and configured

· One SIP Server Link Controller has been installed and configured

· At least one channel group has been defined

IMPORTANT A link group must have 1 SIP Server Link, and at least 1 JTAPI link.

NOTE:

· It is possible to have multiple SIP Server links on one CTI Server (to a maximum of 8). Since a link group can have only one SIP Server Link, you must create a separate link group for each installed SIP Server.

· The maximum number of JTAPI links is 8 per link group and per CTI Server

Configuring Link Groups

The procedure below describes the steps necessary to create and configure a group of links.

1. Click the cti integration > link groups tabs to show a list of all currently installed link groups. The Link groups overview opens:

Figure 89: Link Groups Overview


2. Click the Add link group

button at the right-hand side of the Link group field. The window Create link group opens.

Figure 90: Create Link Group

3. Add the following settings:

· Link group name: type the name of this group (free text).

· CTI Server: the alias of the CTI Server on which the link controllers of this group are installed

· Channel group: from the dropdown menu, select the channel group that belongs to this link group.

The same channel group can be assigned to multiple link groups on the same CTI Server

.

IMPORTANT Do not

assign one channel group to link groups installed on different CTI Servers! This causes malfunctioning of the recording system.

· Channel assignment: from the dropdown menu, select one of both types:

· Ascending (default): the free channel with the lowest number within a channel group is assigned

· Weighted Round Robin: within a channel group, the first free channel of the recorder with the highest quantity of free channels is assigned

For more information, refer to Weighted Round-Robin on page 25.

· Failback type: Select ‘Manual’ or ‘Automatic’ from the dropdown menu.

· Automatic: the primary JTAPI link controller in this group immediately returns to operation as the primary link after failback.

· Manual: human intervention is required to make it the primary link again.

· Load balance type: not used. Leave empty. · Failback start time: not used. Leave empty. · Failback end time: not used. Leave empty.


4. Click OK.

5. Click a JTAPI link controller in the field Available links to select it.

6. Add the selected link controller to the link group using the Arrow right

· Repeat this for the required number of JTAPI link controllers for this link group.

button.

7. Click a SIP Server link controller in the field Available links to select it.

IMPORTANT Assign one

In case of multiple SIP Server link controllers, create as many link groups as the number of SIP Server link controllers.

SIP Server link controller to one link group.

NOTE: It is not possible to include link controllers of different CTI servers in one link group. In such a case, the system shows an error message when trying to save the changes.

See Figure 91 for an example of one JTAPI link controller and one SIP Server link controller in one link group.

Figure 91: Link Controllers Added to Group

8. Click the Save changes button. The link controllers appear in the Role overview for group pane on the right.

9. By default, all link controllers have the primary role when added to a link group. For link groups with two or more JTAPI link controllers, you must define primary and secondary roles (‘failover link’).

Section ‘Configuring a Failover Link’ below describes how to do this.


IMPORTANT Make sure that each link group has only one primary JTAPI link controller. If not, this will lead to improper functioning of the system.

Configuring a Failover Link

This section describes the steps necessary to configure the recording integration to use a failover (‘secondary’) link.

Preconditions

· The link group must contain at least two JTAPI link controllers

· Targets selected for recording must be registered to both the ‘primary’ and ‘secondary’ JTAPI link controller.

IMPORTANT If targets are not registered to both JTAPI link controllers, this may result in recordings with (partial) call details and no audio.

· For failover link: the PBX must have a failover location with the proper configuration parameters.

Procedure

1. Click the cti integration > link groups tabs to show a list of all currently installed link groups. The Link groups overview opens.

2. Select the desired link group by selecting it from the dropdown menu at the right of the Link group field. The Role overview pane shows the link controllers belonging to this group, all with the primary role.

Figure 92: Link Groups Overview with Role Overview


In the Role overview for group pane, define which JTAPI link controller(s) will be used as secondary. In this example CISCOLNK01 will be the primary, and CISCOLNK02 the secondary link controller.

3. Click the Edit

icon of the link controller that will be the secondary (CISCOLNK02 in the example). The Link role properties pane appears at the lower right-hand side.

Figure 93: Link Groups Overview – Primary Link

4. Set the field Link role to ‘Secondary’, using the dropdown menu.

5. Select the Parent link controller, using the dropdown menu. This will now be the primary link controller of this link group.

6. Link order: A link group can have two or more

7. Click Save changes. The link controller in the Role overview for group pane now gets a lighter background color, to indicate that is secondary.

secondary link controllers. You must specify the ranking number of this secondary link controller to define its priority. If the group has only one secondary link controller (like in this example), by default the priority is set to 1.

Figure 94: Secondary Link in Link Group


Monitoring Link States

To do an operational check of the links you configured for use, proceed as follows:

1. From the main window, click the cti integration > links tabs. The following window opens:

Figure 95: Overview of All Links – Link States

2. Verify link state of the link you configured for use, this appears in the Link state column.

The applicable link state values have the following meanings:

· Unknown: the link is not enabled or not included in a link group.

· Not Connected: the link is enabled and included in a link group, but not (yet) connected to the CUCM/PBX.

· Trying: the link is trying to connect to the CUCM/PBX.

· Connected: the link is connected to the CUCM/PBX.

· Logged In: the link is logged in and ready to provide call recording information. This state also initiates target assignment to the link.

· Logged Out: the link is logged out and closed its connection to the CUCM/PBX.

· Failed Poll: the link failed to find the CUCM/PBX.

· Failed IP: the link failed to use the specified CUCM/PBX IP address.

· Failed Pass: the link failed to connect to the CUCM/PBX with the specified password.

· Failed User: Link failed to connect to the CUCM/PBX with the specified user name.

· Failed SSL: the link failed to connect to the CUCM/PBX with the secure type of connection.

IMPORTANT If the link state stays at ‘Unknown’, the link is not enabled for use.

NOTE: If the link state changes to ‘Logged Out’ or ‘Failed Poll’, it raises error message 8805. This alarm is cleared when the link state changes to ‘Connected’ or ‘Logged In’. If the link state changes to ‘Failed IP’ it raises error message 8807. This alarm is cleared when the link state changes to ‘Logged In’.


Defining Targets This section describes the steps to do the following:

· Adding a New Target

· Monitoring Target States

Linking Targets to Users

Targets can be linked automatically to users, if so desired. This way, for targets full user management is available. Automatic linking of targets to users must be enabled. Consult Appendix I ‘Linking Targets to Users’ for instructions and further explanation.

Adding a New Target

This procedure describes how to add the target ‘Extension’. It applies to both the JTAPI and SIP Server Link Controllers.

NOTE: The target registration speed is approximately 10 targets per second

1. Click the cti integration > targets tabs to display a list of all currently defined targets.

.

Figure 96: Target Overview - Empty

2. Click the Add

button in the top right-hand corner to open the Add target window.

Figure 97: Add Target for Link Controller


3. Add one or more targets of type ‘Extension’ by specifying the following information:

· Target name(s): Name of the target. This is a free text field.

· Link group: Select from the dropdown list the name of the link group this target is assigned to.

· Target type(s): ‘Extension’.

· Target value range start: Number of the target. Enter the first range number.

NOTE: When entering numbers in this field, the plus sign ‘+’ (for international numbers) is not accepted. Type the number (including the ‘+’) in a text file, and copy/paste it into the field.

· Target value range end: Type the last number of the desired range. If you leave this field empty, only the target number filled in at ‘Target value range start’ is selected.

· Target selection: Check this box to activate usage of this target.

4. Click the OK button to save the new target. The target input pane closes and you return to the Overview of all link targets window.

· Repeat the above steps for all targets or target ranges you have to define for this Link Controller.

The targets are added to the Overview of all link targets.

Figure 98: Overview of All Link Targets

· Perform the same procedure for all JTAPI and SIP Server Link Controllers.


Monitoring Target States

To do an operational check of the targets you created, proceed as follows:

1. From the main window, click the cti integration > selection overview tabs. The following window opens:

Figure 99: Selection Overview

2. In both fields Links and Target types, select the value ‘[All]’.

3. Verify which monitoring state for the targets you created appears in the Target state column.

The applicable target state values have the following meanings:

· None: The target has not (yet) been passed to the link controller.

· Selecting: The link controller is registering the target at the PBX.

· Selected: The target is able to make a recording. It has been registered by the CUCM and is monitored by the Recording System.

· Removing: The target is being removed from the active link controller and will be deleted from the selection overview.

· Recording: The target is being recorded.

IMPORTANT If the target state stays at ‘None’ or ‘Selecting’, the target is not functional.


Defining Target Groups This section describes how to create target groups. Target groups are required in following cases:

· To set overall call recording retention time. The retention time set on target group level overrules all other retention time settings (except the one set by the OCCI).

· To set the feature ‘Preferred satellite’.

· As one of the criteria used to set rules in the Rules Engine.

Procedure

To define a target group, perform following steps:

1. Navigate to the Overview of all target groups, tabs cti integration > target groups.

Figure 100: Overview of All Target Groups

2. Click the Add settings windows.

button in the upper right-hand corner to display the target group

Figure 101: Target Group Name and Description

3. Enter a Name and Description for this target group. Both are free text.


Figure 102: Target Group Properties

4. In the Target group properties window, add following settings:

· Targets: Select the targets that are included in this group. Use a hyphen (-) to enter a range. Separate individual targets or ranges by a comma. Do not use spaces.

You can also use the Target picker

· Preferred satellite: From the dropdown menu, select the satellite that is preferred for this group of targets. The menu shows all installed satellites, their channel numbers and IP addresses. For details refer to subsection

button to select the targets of a group.

0 ‘Preferred Satellite’.

5. In the Target group retention field, fill in the call retention period for thie target s of this group.

Figure 103: Target Group Retention

NOTE: The call retention period set in this field, has priority over all other call retention settings (user group, user, channel group, default).

However, target group retention is overruled by the retention period set by the Open Call Controller Interface (OCCI) Client, if installed.


Configuring Database Fields In the Web GUI, you specify which call data you have to use in your recordings.

1. From the main window, click the recorded calls > column selection tabs. The selection overview window opens:

Figure 104: Selection Overview: Database Fields

The column Available columns displays the complete list of available call data. The column Currently selected columns represents the call data that are currently in use.

2. Add a field to be used in recordings by double-clicking it in the left column (or single-clicking it and using the Right arrow

3. Delete a field by double-clicking it in the right column (or single-clicking it and using the Left arrow

button).

button).


4. If necessary, move the fields in the Currently selected columns list using the up and down arrows. You can select more fields at the same time by holding the shift key, or use the Select all

5. Click the button Save a snapshot to save your view. In the field Store view as a default name appears.

button to select all fields.

6. Define a name for your view (or use the default).

7. Select the checkbox Share this view if the created view must also be accessible to other users.

8. Click OK. The view is added to the list Load a view at the right.

9. Click Apply view to switch to the tab calls listing. The list shows the columns you selected in your view.

10. To show the calls listing in a different view,

a. Go back to the tab column selection

b. Select a view by clicking on it in the list Load a view.

c. Click the button Apply view.

NOTE: you can select one of the views as a default for the calls listing. In the tab my account > my settings, select the desired view in the pane Calls preferences for user account (…).


Renaming CTI Servers If so desired, you can change the name (alias) of a CTI Server. This is optional.

For this, perform following steps:

1. In the Web GUI, click the tabs cti integration > cti servers. The window Overview of all CTI Servers appears:

Figure 105: CTI Servers Overview

2. In the overview, click the desired CTI Server to show its CTI server setup pane:

Figure 106: CTI Server Setup Pane

3. Assign an unambiguous name to this CTI Server.

4. Click Save changes. From now on, this name is used in all menus and fields that refer to this CTI Server.

IMPORTANT If the link controller alias includes the CTI Server name/alias (for example, ‘CISCOLNK01 on CTI Server 1’), it does not change when you change the CTI Server name/alias. You have to adapt it manually in the General Link Settings window. See ‘Configuring the Link Controllers’ on page 103 and 106.


Next Step

After performing this section, you have completed the configuration of CyberTech / Cisco Active CTI IP Recording Solution. You can now start testing the functionality of the system (chapter 0).


8

Pre-production Testing This chapter describes the necessary actions to verify that the installed and configured NICE / Cisco Active CTI IP Recording Integration works correctly.

You achieve this by performing following main tasks:

· Verifying the CTI Connectivity

· Testing the Basic Functionality


Verifying the CTI Connectivity Carry out the following steps to test basic network connectivity between the NICE Recording system and the Cisco CUCM.

Step Action Expected Result Result

NICE Recording system and CUCM

1. Ping the CUCM from the NICE Recording system.

ICMP replies from CUCM. No packet loss.

2. Ping the NICE Recording system from the CUCM.

ICMP replies from the NICE Recording system. No packet loss.

3. Open the CUCM interface from the NICE Recording system.

CUCM interface opens.

4. Ping the NICE Recording system from the IP phones.

ICMP replies from the NICE Recording system. No packet loss.

5. Ping the IP phones from the NICE Recording system

ICMP replies from the IP Telephones. No packet loss.

CTI Servers and CUCM

6. Start the CTI Server and verify if it can connect to the CUCM.

Connection established.

7. Start the second CTI server (if present) and verify if it can connect to the CUCM. Repeat this for all CTI Servers.

Connection established 2 Connection established 3 Connection established 4

8. Install Wireshark and verify that the phones receive RTP / UDP traffic

Phones receive RTP / UDP traffic.

Table 15: CTI Connectivity

IMPORTANT If the test fails, verify and modify the IP configuration (for example, disable the firewall).


Testing the Basic Functionality This section contains basic test cases for verifying the correct functioning of the NICE / Cisco Active CTI IP Recording Integration. They are:

· Inbound Calls

· Outbound Calls

· Transfer Inbound Calls (Supervised)

Inbound Calls

This test verifies that the NICE / Cisco Active CTI IP Recording Integrationsuccessfully performs the following tasks:

· Selectively record inbound calls

· Log call details into the call database

· Playback call audio


1. Make an inbound call: a. Create an inbound call to

extension B. b. Answer the call, and write down

the exact start time. c. Speak for at least 10 seconds.

During the call, verify in the Selection Overview of the Web GUI that the Target state is Recording while in recording (after refresh).

d. Let the CALLER hang up. e. Write down the exact end time and

duration of the call.

The inbound call is recorded.

2. Look up the call details the Web GUI. The call details (start time, end time, duration, call direction) are visible and correct.

3. Playback the call audio. The call audio is clearly audible. The audio is not interrupted or truncated.



4. Make an inbound call: a. Create an inbound call to

extension B. b. Answer the call, and write down

the exact start time. c. Speak for at least 10 seconds.

During the call, verify in the Selection Overview of the Web GUI that the Target state is Recording while in recording (after refresh).

d. Let the CALLED hang up. e. Write down the exact end time and

duration of the call.




Table 16: Inbound Call

Outbound Calls

This test verifies that the NICE / Cisco Active CTI IP Recording Integration successfully performs the following tasks:

· Correctly record outbound calls




1. Make an outbound call: a. Create an outbound call by having

agent extension B dial to an external destination.

b. Answer the call, and write down the exact start time.

c. Speak for at least 10 seconds. During the call, verify in the Selection Overview of the Web GUI that the Target state is Recording while in recording (after refresh).

d. Let the CALLER hang up. e. Write down the exact end time and

duration.

The outbound call is recorded.





4. Make an outbound call: a. Create an outbound call by having

agent extension B dial to an external destination.

b. Answer the call, and write down the exact start time.

c. Speak for at least 10 seconds. During the call, verify in the Selection Overview of the Web GUI that the Target state is Recording while in recording (after refresh).

d. .Let the CALLED hang up. e. Write down the exact end time and

duration.

The outbound call is recorded.



Table 17: Outbound Call

Transfer Inbound Calls (Supervised)

This test verifies that the NICE / Cisco Active CTI IP Recording Integration successfully performs the following tasks:

· Correctly record inbound calls for transfer

· The inbound call is put on hold and transferred to another extension



NOTE: Only the transfer type 'Supervised' is described here.



1. Make an inbound call for supervised transfer: a. Create an inbound call to agent

extension B. b. Answer the call at agent extension B,

and write down the exact start time. c. Speak at extension B for at least 10

seconds. During the call, verify in the Selection Overview of the Web GUI that the Target state is Recording while in recording (after refresh). DON'T HANG UP; continue this call in the next step.


2. Put the inbound call on HOLD and transfer it to agent extension A: a. On extension B, put the inbound call on

HOLD and make an internal call to agent A.

b. Answer the call at agent extension A, and speak for at least 10 seconds.

c. Transfer the inbound held call to agent extension A.

d. Speak at extension A to the inbound call (external party) for at least 10 seconds.

e. Hang up the call. f. Write down the exact end time and

duration.

The inbound call is transferred.



Table 18: Supervised Transfer


9

Appendices · Appendix A Terminology 132

· Appendix B Quick Install Reference 134

· Appendix C Site Survey 136

· Appendix D File Locations 141

· Appendix E Additional Procedures 143

· Appendix F Network Time Protocol 149

· Appendix G Setting up Secure Links

·

154

Appendix H CUCM Configuration

·

171

Appendix I Linking Targets to Users

·

176

Appendix J Change, Repair or Remove

·

179

Appendix K Upgrading from Cisco Active IP 3.x

·

183

Appendix L Supported Phone Types

· Appendix M

187

Troubleshooting 189


Appendix A Terminology This appendix contains an overview of relevant abbreviations and terms used in this manual.

Abbreviations and Terms Item Description Agent Call-center employee who can log on to an extension Agent ID Identification of an agent who is involved in a call (logged in on a phone) Answering party Party who answers a call API Application Programming Interface BIB Built-in-Bridge Call Controller A service linking to the recorder database which reads configuration

details for installed CTI Devices. The Call Controller processes all CTI Device messages to determine when to start and stop recording for a specific recording target

Call ID Call identification used in a PBX system. Each call is assigned a unique call id by the PBX. It is not unique across multiple PBX systems

Call ID multi PBX Unique Call ID for multiple linked PBX Called Party Party that receives a call (called DDI). Calling Party Party that initiates a call (called DNIS/CLI). CCLC Call Controller Link Controller protocol CDR Call Detail Record. Metadata describing all call information like start time,

end time, duration, phone numbers and names of the parties in the call, ID of the line on which the call was made, etc.

CLI Calling Line Information CN Common Name CTI Computer Telephony Integration CUCM Cisco Unified Communications Manager (from version 4.3 onwards;

before that it was named ‘Cisco Unified CallManager’) Conferencing Parties List of parties involved in a transfer or conference DLU Device License Unit DSC 1. Digital Selective Calling

2. Digital Speech Converter (‘Parrot-DSC card’) ESD Electrostatic Discharges Extension (target type) Recordable line number. In Database known as ’phone number’ Extension mobility Also known as ‘free seating’ GUI Graphical User Interface IIS Internet Information Services, a set of Internet-based services for servers

using Windows IP Internet Protocol ITSP Internet Telephony Service Provider JTAPI Java Telephony Application Programming Interface


Item Description Last Cause Last cause for a CTI event (On hook, Transfer complete, etc.) Last Party Last party in a call (transferring party) who initiated the transfer or

conference to a target Link Controller Interface between NICE Call Controller and Cisco call controller Monitor Tool (NICE) CT Recording Solution Monitor NICE Recording (NR) Previously known as “CyberTech Recording System” NTP Network Time Protocol OCC(I) Open Call Controller (Interface) P(A)BX Private (Automatic) Branch eXchange. Partition Cisco specific: collection of route patterns. E.g. a Directory Number can

belong to one of the specific partitions of ‘call destination’ PSTN Public Switched Telephone Network Recorder A server with recording channels: All-in-One system, Core Server with

channels, or Satellite. Redundancy Duplication of critical hardware or software components for resilience

purposes Resilience Ability to provide and maintain an acceptable level of service in the case

of problems and failures during normal operation Ringing Party Party a call was ringing on SCCP Skinny Client Control Protocol (Cisco proprietary protocol) SIP Session Initiation protocol SRST Survivable Remote Site Telephony SRTP Secure Real-time Transport Protocol SSL Secure Socket Layer Target Recordable unit (extension) TCP Transmission Control Protocol Terminal ID Hardware identification of a device (phone set or soft phone). Starts with

‘SEP’ and contains the MAC address. TLS Transport Layer Security Trunk ID Identification of a trunk. UDP User Datagram Protocol VoIP Voice over Internet Protocol

Table 19: Terminology


Appendix B Quick Install Reference This appendix contains an overview for the installation engineer. It contains the main steps for installing, configuring, and testing the NICE / Cisco Active CTI IP Recording Integration.

Each step refers to the associated section in this manual where you can find additional information.

Refer to ‘NICE Recording Manuals’ on page 13 for a complete overview of reference manuals.

The NICE contact person must make sure that the NICE installation engineer has a copy of the required installation or upgrade data on a CD.

See next page.


Quick Install Reference

Step Description Procedure Page

Preparation

1. Installing Parrot-DSC Cards (if applicable) Procedure P01 46

2. Installing/Updating Firmware (if applicable) Procedure P01 46

3. Adding VoIP Support Procedure P02 48

4. Loading Licenses (depending on license type): · Loading Licenses - Parrot-DSC Based; or · Loading Virtual or USB Dongle Licenses

Procedure P03 Procedure P04

50 52

5. Configuring the First VoIP Instance Procedure P05 55

6. Configuring Further VoIP Instances (if applicable) Procedure P06 57

7. Making the Licensed Channels Available Procedure P07 58

8. Disabling IPv6 Protocol Procedure P08 59

9. Checking Network Time Protocol Synchronization 60

Installation

10. · Installing on Configuration 1 (All-in One) or: · Installing on Configuration 2 or 3

· Installing on the Core Server · Installing on a Satellite · Installing on a Dedicated CTI Server

64 73 73 82 88

Configuration

11. Defining Channel Groups 99

12. Configuring the Link Controllers · Configuring a JTAPI Link · Configuring a SIP Server Link

102 103 106

13. Defining Link Groups · Configuring Link Groups · Configuring a Failover Link

110 110 113

14. Defining Targets 116

15. Defining Target Groups 119

16. Configuring Database Fields (optional) 121

17. Renaming CTI Servers (optional) 123

Table 20: NICE / Cisco Active CTI IP Recording Integration: Quick Install Reference


Appendix C Site Survey This Site Survey contains checklists that the installation engineer can use to verify that all client-specific precondition s are met for successful connectivity.

It contains the following checklists:

· Cisco CUCM

· Open Port Configuration

· Cisco Active IP Installation Kit

· NICE Recording

Cisco CUCM

Step Description Result Remarks

1. What is the version of the CUCM?

2. What is the IP address of the CUCM?

3. What is the application user name for CUCM access for JTAPI? (Refer to Appendix H ‘Configuring the CUCM for Non-Secure Links’ for details.)

4. What is the password for CUCM access for JTAPI? (Refer to Appendix H, ‘Configuring the CUCM for Non-Secure Links’ for details.)

5. Which port is used to talk to CUCM? (Necessary for the Cisco JTAPI Link Controller)

6. Which port is used to talk to the SIP Server? (Necessary for the SIP Server Link Controller)

7. Which phone types are used?

8. Which phones need to be recorded? (Extension numbers from… to…)

9. Which codec(s) is/are used in this installation?

Table 21: Site Survey - Cisco Settings


Open Port Configuration This checklist describes the open port configuration for the Cisco Link Controller, the Call Controller and the SIP Server.

No. Description Ports to open

Protocol YES/NO

Remarks

JTAPI Link Controller 1. JTAPI 2748 TCP 2. Secure JTAPI 2749 TCP 3. Communication with the call controller 4246 TCP Call Controller 4. Communication with the CTI receiver 4245 TCP 5. Communication with the link controller

and the SIP Server 4246 TCP

6. Communication with the database 3306 TCP SIP Server 7. SIP 5060 UDP/TCP 8. Secure SIP 5061 TCP 9. Communication with the call controller 4246 TCP

Table 22: Site Survey - Open Port Configuration

TIP: Consult the NICE Recording 6.2.x – OS Hardening Manual for details about port configuration.

NOTE: Consult your NICE contact person when you need to add more ports.


Cisco Active IP Installation Kit

Step Description Y/N Remarks

General

1. Have all CTI Servers the hardware requirements as described in ‘NICE Recording Hardware Requirements’?

2. Is the correct version of CyberTech Recording System software available? If YES, on which location?

3. Is installation kit Cisco_Active_IP_6.0.x available? If YES, on which location?

4. Are licenses available? If YES, on which location? If applicable, are serial numbers for the Parrot-DSC cards available?

5. Is the NICE firmware kit cti_vox_voip_32 available? If YES, on which location?

6. Is NICE PrtSRTP.dll software available? (Necessary for secure recording only.) On which location?

7. Is WireShark software available?

Core Server / All-in-One System

8. ONLY for Parrot-DSC based licenses: has the system (All-in-One box or Core Server in configuration 2) at least two PCI or PCI-E slots available? (One for the JTAPI license and one for the SIP Server license)

9. Are details of the local Windows administrator account available? If YES: · Username · Password

10. Are network details available? If YES: · IP address · Subnet mask · Default gateway · Domain name

Satellite System


12. Are network details available? If YES: · IP address · Subnet mask · Default gateway · Domain name



CTI Servers


14. CTI Server 1: are network details available? If YES: · IP address · Subnet mask · Default gateway · Domain name




Table 23: Site Survey - Cisco Active IP Installation Kit


NICE Recording


1. Is NICE Recording configured and correctly installed with the appropriate version?

2. Are the NICE and Cisco components in the same V-LAN/network environment?

3. Is the NICE Recording enabled for VoIP/CTI?

4. Did the Cisco distributor configure the CUCM? Refer to Appendix H ‘CUCM Configuration’ for details.

5. Is recording enabled on the phone devices in the CUCM?

6. Is recording enabled on extension numbers in the CUCM?

Table 24: Site Survey - NICE Recording


Appendix D File Locations This appendix describes where you can locate the relevant NICE / Cisco Active CTI IP Recording Integration files after the installation has been carried out. These locations depend on the Windows Server platform used.

The following table contains an overview of the relevant paths per Operating System platform.

NOTE: In this list, drive C:\ is assumed to be the standard location for the program files. If applicable, replace it by the actually used drive letter.

Version Windows Platform Path

Integration Software

6.0 or higher Server 2003 (R2) C:\Documents and Settings\All Users\ Application Data\CyberTech

6.0 or higher Server 2008 (R2) C:\ProgramData\CyberTech

INI Files

6.0 or higher Server 2003 (R2) C:\Documents and Settings\All Users\ Application Data\CyberTech\ INI_Files

6.0 or higher Server 2008 (R2) C:\ProgramData\Cybertech\INI_files

DLL Files

6.0 or higher Server 2003 (R2) C:\ Program Files\CyberTech\Recorder\ ParrotDSC

6.0 or higher Server 2008 (R2) C:\Program Files (x86)\CyberTech\Recorder\ ParrotDSC

Table 25: File Locations

See page 11 for an overview of NICE Software Versions.

See page 36 for an overview of supported Operating Systems

NOTE: You can also view the contents of the INI files in the NICE/CT Web GUI. Refer to Appendix E, ‘Viewing the Contents of INI Files’ on page 148 for more information.


Appendix E Additional Procedures

Stop/Start All Services When preparing an installation, it is necessary to replace or add DLL or INI files. Before you can perform these actions, you must stop one or more services. Services can be dependant: you can only stop them if other services are stopped first.

In such cases, it is advisable to stop all “CyberTech” services, which is easier and quicker than stopping and starting selected services one by one.

Follow the instructions below.

Stop All Services 1. Open the Monitor Tool, using the icon on your desktop. The Monitor window

appears, showing the list with the states of all “CyberTech” services.

2. Click the button Stop services in the lower right-hand corner of the Monitor window. All “CyberTech” services are stopped one by one.

Figure 107: Monitor Tool – System Status List

3. Only the DSC Service keeps on running. To stop it, wait until all services have stopped, then click the button Stop services again.

Now you can proceed with the main procedure.


Start All Services 1. Open the Monitor Tool, using the icon on your desktop. The Monitor window

appears, showing the list with the states of “CyberTech” all services.


2. Click the button Start services at the bottom of the Monitor window. All “CyberTech” services are started one by one, including the DSC Service.



Stop/Start a Single Service This procedure describes how to stop and start a single service, using the System Status List of the Monitor Tool.

When you stop an individual service, the Controller Service tries to re-start it. On the CTI Server, the Controller Server is referred to as ‘Service Monitor’.

IMPORTANT Before stopping a service, first stop the Controller Service/Service Monitor.

Stop the Service 1. Open the Monitor Tool, using the icon on your desktop. The Monitor window

appears, showing the list with the states of all services.


2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Stop Recording Service).

The indicator will turn to yellow first, then to red. The (Recording) Service stops.



Start the Service 1. Open the Monitor Tool, using the icon on your desktop. The Monitor window

appears, showing the list with the states of all services.


2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Start Recording Service.

The indicator will turn to yellow first, then to green. The (Recording) Service starts.

4. If applicable, you must also restart the Controller Service.



Logging On to the Web GUI To configure, monitor and operate the NICE / Cisco Active CTI IP Recording Integration, you use the NICE/CT Web GUI. This is a web interface in the standard browser window. It contains various options grouped into tabbed menus (or ‘tabs’ for short).

NOTE: In the configuration examples, the Web GUI of NICE Recording version 6.0 is used. The Web GUI of NICE eXpress has a different look and feel, but functions identically.

Instructions

1. In the browser window's address bar, type:

· the IP address of the Core Server, when accessing from a different workstation, or

· http://localhost, when accessing from the Core Server itself. In this case you can also use the icon CyberTech Recording Solution Application.

Now, the login page of the web interface is shown:

Figure 111: Web GUI – Logon

2. Check if the tab Main Administration is active.

3. Type the user name and password, with Administrator rights.

4. Click the

button to the right of the Password field, or press [Enter]. The main window of the Web GUI appears:

Figure 112: Web GUI – Main window

From here onward, you can select the required tabs.

http://localhost/�


Viewing the Contents of INI Files You can use the NICE/CT Web GUI to view the contents of several INI files.

NOTE: The tab Configuration Management is disabled by default. To enable it, consult the NICE Recording 6.2.x - Installation Manual.

Procedure Log on to the Web GUI (see procedure above).

1. Click the system configuration > configuration management tabs. The window Overview of all nodes appears:

Figure 113: Node Overview

2. Click the name in the column Hostname (Core Server or Satellite) for which you want to view the INI files. The pane Configuration files overview appears.

3. Click the radio button next to an INI file to view its contents.

Figure 114: Content of INI File

NOTE: The INI files shown in red font are related to NICE Recording. The others are INI files of the integration.

Calculating the Log File Size Log files are used for troubleshooting. They may grow into huge files. The amount of (extra) space that needs to be reserved for the call controller and the link controller log files is 5 MB per channel. The formula is: The formula is: Total log file size (MB) = 5 x [number of extensions]

So, for example, for 500 extensions you calculate 2.5 GB space.


Appendix F Network Time Protocol For proper functioning of the recording integration, is extremely important that all servers in the system refer to one single clock time standard. For this, all servers and workstation

s in the recording integration must be equipped with the NTP (Network Time Protocol) time service, and synchronized.

IMPORTANT Installing the Network Time Protocol disables the Windows Time Service.

Installing Network Time Protocol This section describes how to install NTP. It describes following topics:

· Preparation · Installing and Configuring NTP · Check NTP Status · Configure NTP after Installation

Preparation · For installation and configuration of the Network Time Protocol, it is strongly

recommended to use the file [email protected]. You can download it at www.meinberg.de. Check this site regularly for updates.

· Verify with the customer the IP address(es) of the NTP server(s) used at the customer’s site.

Installing and Configuring NTP 1. Double-click the file [email protected], to start installing the

NTP service. It is installed as automatically started service. The License Agreement window appears:

2. Read the license agreement and click I Agree.

Figure 115: NTP - License Agreement

http://www.meinberg.de/�


3. Now follow the installation windows. While installing, adjust the settings as described below.

4. The Window Choose Install Location appears (not shown here):

· Destination folder: ‘C:\Program Files\NTP’ or ‘C:\Program Files (x86)\NTP’. Keep default.

5. The Window Choose Components appears:

Figure 116: NTP – Choose Components

· Components to install: keep default (all checkboxes selected).

6. Click Next. The setup now starts installing the components. The Window Configuration Options appears:

Figure 117: NTP - Configuration Options


Set the options as follows:

· Location of configuration file: ‘C:\Program Files\NTP\etc\ntp.conf’ or ‘C:\Program Files (x86)\NTP\etc\ntp.conf’. Keep default.

· Create an initial configuration file…: select. This will activate the other fields shown.

· Want to use predefined public NTP servers…: None

· You can specify up to 9 NTP servers (…) you want to use: enter the IP address of the primary time server (which will be stratum 1). The address in Figure 117 is an example.

· Add a second IP address, which will be stratum 2. Use a comma to separate it from the first.

· Use fast initial sync mode (iburst): select (default)

· Add local clock as a last resort reference: select.

· Stratum: fill in (stratum) 6 when you are installing NTP on the Core Server

. For Satellites, CTI Servers and all workstations, fill in (stratum) 12.

NOTE: This configuration ensures that all servers and workstations of the Recording Integration synchronize to the primary time server (stratum 1), which is usually directly connected to an atomic clock. The stratum 2 time server is used as a backup in case the primary server fails. If both time servers fail, the Core Server (stratum 6) will be leading.

7. When asked, open the generated configuration file ntp.conf to verify the settings. Close it after checking.

8. Click Next. The Window NTP Service Options appears:

Figure 118: NTP - NTP Service Options

· Select radio button Create and use a special NTP account.

· Select all checkboxes in this window (default)


9. Click Next. The Window NTP Service Account appears (not shown here).

· Enter a (free text) name for the NTPD account and the password. Adhere to the customer’s naming and password policy.

10. Click Next. Wait until the installation completes. The Window Completing the Network Time Protocol Setup Wizard appears (see Figure 119 below).

Figure 119: NTP - Completing the Network Time Protocol

Setup Wizard

11. Click Finish. You have now installed the Network Time Protocol.

Checking NTP Status

You can check the status of the Network Time Protocol in the Quick NTP Status file. Location: see Figure 120 below.

Figure 120: NTP – Quick NTP Status


Configuring NTP after Installation

After installation, you can easily re-configure the Network Time Protocol, using the file ntp.conf. This is located in ‘C:\Program Files\NTP\etc’. Adjust the data lines that have no hatch (#). See Figure 121 below.

Figure 121: NTP – Configuration file


Appendix G Setting up Secure Links This appendix describes the procedures to set up a secure JTAPI Link and a Secure SIP Trunk. Both procedures require the support of a

Cisco-certified engineer.

IMPORTANT Perform these procedures only if you are using Secure JTAPI Links and/or Secure SIP Trunk.

NOTE:

· The Secure SIP Trunk feature is supported by CUCM 7 and 8. · Secure JTAPI is supported by CUCM 8. · SRTP (secure audio) in combination with the Secure SIP Trunk feature is

supported by CUCM 8.

Setting up a Secure JTAPI Link This section describes how to set up a secure JTAPI Link, by configuring it in the Cisco Unified Communication Manager and the NICE/CT Web GUI.

IMPORTANT Configuration of the CUCM must be done by a Cisco-certified engineer

.

NOTE: When CTI Resilience

Appendix M

is applied, each secure JTAPI link requires an extra JTAPI link to be set up, with a dedicated certificate for the standby CTI servers. For this, contact NICE Support. Refer to for contact details.

Setting up CUCM for Secure JTAPI

Ask the Cisco-certified engineer to set up the CUCM for secure JTAPI, in accordance with the settings described in Appendix H ‘Configuring the CUCM for Secure JTAPI’ on page 173

Configuring Secure JTAPI in NICE/CT Web GUI 1. Log on to the NICE/CT Web GUI. For details, consult Appendix E page 147.

2. Select the tabs cti integration > links to open the Overview of all links.

3. Click the desired JTAPI Link Controller, which already has been configured as a non-secure link. Its General link settings and Connection settings panes appear:


Figure 122: JTAPI General Link and Connection Settings

4. Add the parameter settings for secure links in the General link settings pane. Use lower case and capitals as shown in the list below.

Figure 123: JTAPI General Link Settings (Secure)

Parameters for secure links are:

· instanceID: variable (corresponds with CUCM configuration)

· ccmTFTPPort: 69 by default (corresponds with CUCM configuration)

· ccmCAPFPort: 3804 by default (corresponds with CUCM configuration)

· authCode: variable (corresponds with CUCM configuration)

· ccmTFTPAddress: IP address of the TFTP server in the CUCM cluster

· ccmCAPFAddress: IP address of the CAPF server in the CUCM cluster

NOTE: The values of these parameters are configured in the CUCM. Ask the Cisco-certified engineer to provide you with these values. For more information how to Configuring the CUCM for Secure JTAPI, refer to Appendix H, page 173.


IMPORTANT Each JTAPI link controller needs its own, unique instanceID and authCode, linked to the application user.

5. In the Connection settings pane, change the settings as shown below:

Figure 124: Cisco JTAPI Connection Settings (Secure)

· IP port: Reserved port number. Fill in 2749 for a secure JTAPI link.

· SSL enabled: Check this box to enable secure

6. Click the Save changes button (not shown) to return to the Link overview. In this overview secure and non-secure links are not distinguished from each other.

JTAPI.

Setting up a Secure SIP Trunk The procedure is subdivided into six main steps. Some of these steps are performed by a NICE installation engineer, others by a Cisco-certified engineer. This is mentioned explicitly.

The main steps are:

1. Download certificate from CUCM (by Cisco-certified engineer)

2. Generate certificates (by NICE engineer)

3. Load certificate in CUCM (by Cisco-certified engineer)

4. Install certificates on SIP Server system (by NICE engineer)

a. Cisco certificate

b. Client certificate

c. Server certificate

5. Configure SIP Server (by NICE engineer)

6. Modify PrtVoIP.ini (by NICE engineer) – SRTP only

7. Configure CUCM (by Cisco-certified engineer)

Each of these steps is described in a separate subsection below.


Preconditions

· The presence of a Cisco certified engineer is required to perform the Cisco-specific tasks.

· In the CUCM mixed mode must be enabled. Mixed mode enables security possibilities, but also allows unsecure connections

· Cisco security tokens must be available.

· Verify that the integration software has placed the ‘security kit’ in the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the NICE (CyberTech) installation folder:

Figure 125: Security Kit for Secure Sip Trunk

NOTE: The location of the installation folder depends on the NICE Recording version and the Windows platform used. Refer to Appendix D ‘File Locations’ for the actual file paths.

Step 1 - Downloading the Certificate

First, the certificate must be downloaded from the CUCM.

This step must be carried out by a Cisco-certified engineer

Step 2 - Generating Certificates

and is not described in this manual.

After downloading, you must generate certificates.

1. Copy the downloaded CallManager certificate to the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the CyberTech installation folder. Refer to Appendix D ‘File Locations’ for the actual file paths.

2. Carry out the file make_cert.bat to generate the root, client and server certificates.

The Root certificate must be loaded in the CUCM by the Cisco-certified engineer

3. In the command window that appears, type your personal data and a securing password that apply to the generated certificates. Keep the following in mind:

. The client, server, and call manger certificates are installed on the CTI Server.

· No spaces are allowed.

· Do not use the [Backspace] key when typing the password.


Figure 126: Personal Data & Password

4. Confirm your password and press [Enter]. After a successful generation of certificates, the following window appears:

Figure 127: Successful Generation of Certificates

5. Verify that the data corresponds to the personal data as typed.

6. Verify that the following files have been generated:

Figure 128: Generated Certificate Files

Step 3 -

Load the generated certificate in the CUCM.

Loading the Certificate in CUCM

This step must be carried out by a Cisco-certified engineer and is not described in this manual.


Step 4a - Installing the Cisco Certificate on the SIP Server System

The next subsections describe the steps to install the Cisco Certificate, the Client Certificate, and the Server Certificate on the SIP Server system.

1. Browse to the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the ‘cybertech’ installation folder. Refer to Appendix D ‘File Locations’ for the actual file paths.

Figure 129: Location of Certificate Installer

2. Double-click the file Certificate Console.msc. The Certificate Console window appears (collapsed).

3. Expand the entry Certificates (Local Computer), and right-click the entry Trusted Root Certification Authorities.

Figure 130: Certificate Console

4. In the context menu that appears, click the subsequent entries All Tasks > Import… (see Figure 130 above). As a result, the window of the Certificate Import Wizard appears:


Figure 131: Certificate Import Wizard

5. Click Next. The window File to Import is shown:

Figure 132: File to Import

6. Click Browse, and browse to the security folder of the SIP Server.

Figure 133: ‘Security’ Folder


7. Select the call manager certificate CallManager.crt and click Open. The name of the file appears in the File name field of the File to Import window:

Figure 134: Cisco Certificate

8. Click Next. The Certificate Store window appears:

Figure 135: Certificate Store

9. Verify f the default radio button Automatically select… is selected and click Next. The following window appears:


Figure 136: Completing the Wizard

10. Click Finish to start the import process.

After successful import, the following message is shown:

Figure 137: Successful Import

11. Click OK to close the wizard.


Step 4b - Installing the Client Certificate on the SIP Server System 1. Browse to the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the

‘cybertech’ installation folder. Refer to Appendix D ‘File Locations’ for the actual file paths.

Figure 138: Location of Certificate Installer

2. Double-click the file Certificate Console.msc. The Certificate Console window appears (collapsed).

3. Expand the entry Certificates (Local Computer), and right-click the entry Trusted Publishers

Figure 139: Certificate Console

4. In the context menu that appears, click the subsequent entries All Tasks > Import… (see Figure 139 above). As a result, the Certificate Import Wizard appears:


Figure 140: Certificate Import Wizard

5. Click Next. The window File to Import is shown:

Figure 141: File to Import

6. Click Browse, and browse to the security folder of the SIP Server.

7. In the drop down box next to the field Files of type, select the file type ‘Personal Information Exchange (*.pfx, *.p12)’:


Figure 142: PFX files in ‘Security’ Folder

8. Select the client certificate Client.pfx and click Open. The name of the certificate file is shown in the File name field.

Figure 143: Client Certificate

9. Click Next. The Password window opens:

Figure 144: Password


10. Type the same password that you used when generating the certificates (see section ‘Step 2 - Generating Certificates’ on page 157).

11. Select the checkbox Mark this key as exportable. This allows you to back up or transport your keys at a later time.

12. Click Next. The Certificate Store window is shown:

Figure 145: Certificate Store

13. The correct destination is already selected, so click Next. The Completing the Certificate Import window is shown:

Figure 146: Completing the Wizard


14. Click Finish to start the import process. After successful import, the following message is shown:

Figure 147: Successful Import

15. Click OK to close the wizard.

Step 4c - Installing the Server Certificate on the SIP Server System

Carry out the same steps as described for the Client Certificate. In the File name field, you now select the file server.pfx (instead of client.pfx).

Step 5 - Configuring the SIP Server in the CT Web GUI

As a final step on the “NICE side”, this section describes how to configure the secure SIP Server link, using the NICE/CT Web GUI.

1. Log on to the Web GUI. For details, consult Appendix E, page 147.

2. Select the tabs cti integration > links to open the Overview of all links:

Figure 148: SIP General Link and Connection Settings

3. Click on the link representing the SIP Server (‘CISCOSIP01’ in the example above) to modify its settings. Its non-secure parameters have been set during the configuration of all link controllers (subsection 0 Configuring a SIP Server Link)


4. In the General link settings, add the following link parameters:

· In all cases of secure SIP

·

:

· Clientcertname=SipClient

servercertname=SipServer

· Secure SIP

This means that the SIP Server will use the CN (common name) of the SIP Server certificate and the SIP Client certificate (for instance ‘SipServer’ and ‘SipClient’) that you previously installed on the CTI Server.

· usesrtp=yes This enables secure RTP together with the secure SIP connection. Leave this parameter out, if secure RTP is not used,

with SRTP enabled

Figure 149: General Link Settings (Secure SIP Server with SRTP)

· Secure SIP used with multiple link groups

· sipaddress=<IP address of network adapter> (IPv4) This parameter is also required for non-secure SIP, and should already have been added. See chapter 7, section ‘Configuring a SIP Server Link’ on page 106.


5. In the Connection settings, do the following:

· Set the IP port value to ‘5061’.

· Select the SSL enabled check box so that the SIP Server accepts secure connections.

· Leave the other fields empty.

Figure 150: Connection Settings

6. Click the Save changes button.

Step 6 - Modifying PrtVoIPx.ini (SRTP only)

IMPORTANT Perform these steps only if you are using secure RTP. Otherwise, skip this section.

1. Go to the folder where the INI files are located. Refer to Appendix D for the location of this folder.

2. Make a backup of the file PrtVoIP0.ini and the file PrtVoIP1.ini (if present).

3. Open the PrtVoIP0.ini for editing. It looks like the following:

... LoadWinPCap=0 LicComMode=0 BoardSerialHigh=12 BoardSerialLow=0 BoardType=156 BoardCustomer=24000 ChannelsInitValue=61680 MaxSrtpKeyDelay_ms=2000 ...

Figure 151: PrtVoIP0.ini


4. Manually type following parameters in the file, directly below the line ‘MaxSrtpKeyDelay_ms=….’:

· ReuseOldSrtpKey=1

· UseNewSrtpKeyEarly=0

Now, the file looks like the following:

... LoadWinPCap=0 LicComMode=0 BoardSerialHigh=12 BoardSerialLow=0 BoardType=156 BoardCustomer=24000 ChannelsInitValue=61680 MaxSrtpKeyDelay_ms=2000 ReuseOldSrtpKey=1 UseNewSrtpKeyEarly=0 ...

Figure 152: PrtVoIP0.ini (for Secure RTP)

5. Save the PrtVoIP0.ini.

6. Repeat these steps for the PrtVoIP1.ini (if present).

NOTE: PrtVoIP1.ini is present if a second instance of the cti_vox_voip_32 is used.


IMPORTANT Be sure to REBOOT the NICE Recording system after a firmware update to apply your changes.

Step 7 - Configuring the CUCM

As a final step on the Cisco side, you have to Configuring the CUCM for Secure SIP Trunk. This procedure is described in Appendix H on page 173.

IMPORTANT Configuration of the CUCM must be done by a Cisco-certified engineer

.


Appendix H CUCM Configuration This appendix contains the procedures necessary for the Cisco-certified engineer to configure the Cisco Unified Call Manager (CUCM) properly.

IMPORTANT The procedures described in this appendix must be performed by a Cisco-certified engineer

.

This section describes how to

· Configuring the CUCM for Non-Secure Links

· Configuring the CUCM for Secure JTAPI

· Configuring the CUCM for Secure SIP Trunk

Configuring the CUCM for Non-Secure Links This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI IP Recording Integration does not have secure link controllers

1. Enable the Cisco CTI Manager service on the CUCM.

(JTAPI and SIP Server).

2. Make the Devices CTI enabled

3. Make the Extensions CTI enabled. (Note that Cisco uses the term ‘Directory Number’ instead of ‘Extension’).

4. Create an application user for CUCM access for each link group

5. Write down the username and password for this user.

6. Put all recording devices in the Controlled Devices list for this user.

7. Add at least

· ‘Standard CTI Enabled’

the following Roles for the permissions for this user:

· ‘Standard CTI Allow Call Recording’

· ‘Standard CTI Allow Control of Phones supporting Connected Xfer and conf’*

IMPORTANT *Set this permission only if IP phones of the series 99xx, 89xx and/or 69xx are in use.

8. Create a new SIP Trunk Security Profile or select an existing one.

9. Set the security value to ‘Non Secure’.

10. Set the Outgoing Transport Type to ‘TCP’ (default). The use of ‘UDP’ is only recommended if specifically required by the configuration.

11. Leave the value of Incoming Port at ‘5060’.

12. Select all checkboxes starting with Accept.


13. Save the Security Profile.

14. Create a new SIP Trunk that points to the IP address of the NICE SIP Server.

15. Set Calling Line ID Presentation to ‘Allowed’.

16. Set Calling Party Selection to ‘Allowed’.

17. In the field Destination Address, type the IP address of the CTI server.

18. Enter 5060 (default SIP port) in field Destination Port.

19. Select the SIP Trunk Security Profile you just created or edited.

20. Select the SIP Profile. If you did not change the system default settings, you can select the standard SIP Profile.

21. Click Save to confirm the Trunk configuration.

22. Create a new Route Group for the NICE SIP Trunk.

23. Create a new Route List for the new Route Group.

24. Create a new Route Pattern for the new Route List, with a new extension (for example, ‘4101’).

25. Set Call Classification to ‘OnNet’.

26. Disable all checkboxes directly below Call Classification.

27. Allow all Connected Party Transformations.

28. Create a Recording Profile for the NICE SIP Server Link Controller (SIP Trunk) that points to the number you defined for the route pattern.

29. Enable the Built In Bridge on the devices that need to be recorded.

30. Be sure the Device only uses G.711, G.729, or G.722 by selecting/creating the correct Regions and Device Pools.

31. In the Directory Number Information, edit the Line Appearance for each device. Do this for every Directory Number that needs to be recorded.

32. Set Recording Option to one of the following:

· ‘Application Invoked Call Recording Enabled’

· ‘Automatic Call Recording Enabled’

33. For the Recording Profile, select the newly created Recording Profile that points to the NICE SIP Server.

After completion of this step, the CUCM has been properly configured for use with non-secure links.


Configuring the CUCM for Secure JTAPI This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI IP Recording Integration has secure JTAPI link controllers.

1. Enable the Cisco CTI Manager service on the CUCM.

2. Make the Devices CTI enabled

3. Make the Extensions CTI enabled. (Note that Cisco uses the term ‘Directory Number’ instead of ‘Extension’.)

4. Create an application user for CUCM access for JTAPI.

5. Write down the username and password for this user.

6. Put all recording devices in the Controlled Devices list for this user.

7. Add at least

· ‘Standard CTI Enabled’

the following Roles for the permissions for this user:

· ‘Standard CTI Allow Call Recording’

· ‘Standard CTI Secure Connection’

· ‘Standard CTI Allow Control of Phones supporting Connected Xfer and conf’*

IMPORTANT * Set this permission only if IP phones of the series 99xx, 89xx and/or 69xx are in use.

8. For each link controller in a link group, create an Application User ‘CAPF’ profile for

created application user.

9. Write down Instance Id and Authentication String for these Application User CAPF profiles.

After completion of this step, the CUCM has been properly configured for use with secure JTAPI links.

Configuring the CUCM for Secure SIP Trunk This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI IP Recording Integration has secure SIP Server link controllers.

1. Create a new SIP Trunk Security Profile.

2. Set the Device Security Mode to ‘Encrypted’.

3. Verify that the Incoming Transport Type & Outgoing Transport Type are automatically set to ‘TLS’.

4. For X.509 Subject Name, type the name of the server certificate used for encryption. (The default value is ‘SipServer’ if you are using the NICE/CT Certificate Generator.)

5. Set the Incoming Port to ‘5061’.

6. Select all checkboxes starting with Accept.


7. Save the Security Profile.

8. Create a new SIP Trunk that points to the IP address of the NICE SIP Server.

9. If SRTP must be enabled, select the checkbox SRTP Allowed. In this case, encrypted TLS must be configured in the network to provide end-to-end security

IMPORTANT If encrypted TLS is not set in the network, encryption will not be functional, and key strokes and other information are shown.

10. Set Calling Line ID Presentation to ‘Allowed’.

11. In the field Destination Address, type the IP address of the CTI server

12. Set Calling Party Selection to ‘Allowed’.

13. Enter 5061 (default secure SIP port) in field Destination Port.

14. Select the secure SIP Trunk Security Profile you just created.

15. Select the SIP Profile. If you did not change the system default settings, you can select the standard SIP Profile.

16. Click Save to confirm the Trunk configuration.

17. Create a new Route Group for the NICE SIP Trunk.

18. Create a new Route List for the new Route Group.

19. Create a new Route Pattern for the new Route List, with a new extension (for example, ‘4101’).

20. Set Call Classification to ‘OnNet’.

21. Disable all checkboxes directly below Call Classification.

22. Allow all Connected Party Transformations.

23. Create a Recording Profile for the NICE SIP Server Link Controller (SIP Trunk) that points to the number you defined for the route pattern.

24. Enable the Built In Bridge on the devices that need to be recorded.

25. Be sure the Device only uses G.711, G.729, or G.722 by selecting/creating the correct Regions and Device Pools.

26. In the Directory Number Information, edit the Line Appearance for each device. Do this for every Directory Number that needs to be recorded.

27. Set Recording Option to one of the following:

· ‘Application Invoked Call Recording Enabled’

· ‘Automatic Call Recording Enabled’

28. For the Recording Profile, select the newly created Recording Profile that points to the NICE SIP Server.

After completion of this step, the CUCM has been properly configured for use with a secure SIP Trunk.


Configuring the SIP Timer of the CUCM This procedure describes how to set the SIP TCP Timer in the CUCM to ‘0’.This is only relevant if CTI Server Resilience

Introduction

is applied. The procedure can be performed on secure and non-secure SIP trunks.

When verifying the availability of an active CTI Server, the SIP trunk applies a timeout of 5 seconds by default. If there is no respond to the SIP messages within that period of time, the SIP trunk fails over to the standby CTI Server. This results in recordings missing the first few seconds of audio.

For this, the timeout for a SIP message to the CTI server must be set to 0. The parameter for this is the SIP TCP Timer. The TCP transport layer is able to instantaneously verify if the CTI server is offline. So, setting the SIP TCP Timer to 0 does not affect functionality.

Setting the SIP TCP Timer

IMPORTANT The setting described is a Clusterwide Parameter , that is set for all SIP devices. Always verify if this clusterwide parameter can be changed safely!

1. In the Cisco CUCM, navigate to System > Service Parameters.

2. Select Server and Service: from the dropdown menus, select the server with the SIP trunk, and service: Cisco CallManager (Active).

3. The window Service Parameter Configuration appears, containing all Cisco CallManager (Active) Parameters on server <name> (Active), subdivided in sections.

Scroll down to the section Clusterwide Parameters (Device - SIP).

4. Scroll to SIP TCP Timer *: change the value to 0

5. Click Save, and close the CUCM.

Figure 153: CUCM: Set SIP TCP Timer


Appendix I Linking Targets to Users This appendix describes how (and why) targets can be automatically linked to users, and users are created automatically when required.

Enabling Automatic Linking of Targets to Users

Introduction

To be able to manage users and user settings, a user must always be linked to a target. In this way users can be enabled, for example, to search and play back their own calls.

The call data from the CTI Server or satellite (audio stream) do not contain a user name. User names and profiles can be defined separately, using the user administration tab (for this, refer to the NICE Recording 6.2.x – User Manual). When a call is made, the system’s Database Interface Client looks up the user name that corresponds with its target, and adds the user name to the call’s metadata in the database. For this, the feature ‘automatic linking of targets to users’ must be enabled, by configuring registry settings.

If the Database Interface Client cannot find a user that matches the target of a call, it will create a new user for it. For this, you have to enable the function ‘AutoCreateUsers’ in the registry on the satellite(s).

Refer to the procedures below.

AutoUser

The user name of a new automatically created user is ‘AutoUser<Extension>’. An ‘AutoUser<…>’ can be renamed and assigned to the appropriate user group; further user details can be added and modified. Calls made and received before applying these changes, stay linked to this user.

Matching Users with Extension

Perform following steps on each recorder (All-in-One system, Core Server with channels or Satellite):

1. In Windows Start > Run, type ‘regedit’ to get access to the system’s registry.

2. Navigate to the appropriate registry location:

For Windows 2003 R2

For

: ‘HKEY_LOCAL_MACHINE\SOFTWARE\CyberTech\ DatabaseInterfaceClient’

Windows 2008 R2

3. Verify if the registry key MatchFreeSeatingField has the value CVSPHN (in column Data). This key indicates which database field contains the Target value (‘Extension’ in the

: ‘HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CyberTech\ DatabaseInterfaceClient’

NICE / Cisco Active CTI IP Recording Integration).


Figure 154: Registry Key: MatchFreeSeatingField

If the setting is not correct:

a. Right-click MatchFreeSeatingField. In the menu, click Modify.

The following window appears:

Figure 155: Edit Registry Key

b. Value data: enter CVSPHN.

c. Click OK.

· If required, continue with the following section.

· If not: restart the Database Interface Client to make all changes come into effect. Consult Appendix E, section ’Stop/Start All Services’ for instructions.


Enabling Automatic Creation of Users

Perform these steps on each recorder (All-in-One system or Satellite). See Figure 154

1. Set the registry key AutoCreateUsers to ‘1’ (Enabled)

a. Right-click the registry key. In the menu, click Modify.

b. In the pane that appears, enter ‘1’ (hexadecimal or decimal)

c. Click OK.

2. Close the registry key.

· Restart the Database Interface Client to make all changes come into effect. Consult Appendix E, section ’Stop/Start All Services’ for instructions.

NOTE: To disable the automatic creation of users, set the registry key to ‘0’.


Appendix J Change, Repair or Remove Following options are available to modify or remove an installation:

· Repair errors in the most recent installation

· Remove the NICE / Cisco Active CTI IP Recording Integration from your system

· Change the way features are installed.

NOTE: The Change option is only available on a CTI Server (dedicated CTI Server or All-in-one configuration).

Change, Repair or Remove an Installation There are two ways to select one of the options ‘Change, Repair or Remove an installation’:

· Running the Setup file

· Using the Windows Control Panel

Refer to the appropriate section below.

Using the Setup File 1. Double-click the Setup.exe. The Setup Welcome window appears:

Figure 156: Setup Welcome

2. Click Next. The Change, repair, or remove installation window appears.


Figure 157: Change, Repair, or Remove Installation

3. Select the required option

· If you click Change, the Custom Setup window appears. Follow the steps as described in chapter 6, section ´Installing on a Dedicated CTI Server´, starting from step 9 on page 92.

NOTE: This option is only available when you perform the steps on a CTI server (dedicated CTI server or in All-in-One configuration).

· If you click Repair, the NICE / Cisco Active CTI IP Recording Integration software repairs any errors that might exist regarding missing or corrupt files, shortcuts, and registry entries. You are notified when this is done.

· If you click Remove, the Cisco_Active_IP_6.0.x software is uninstalled from your system. You are notified when this is done.

Using the Windows Control Panel 1. Open the Windows Control Panel.

2. Select the option Add/Remove Programs (Windows 2003 R2) or Programs and Features (Windows 2008 R2).

NOTE: Below the screens of Windows 2008 R2 are shown. Those of Windows 2003 R2 are similar.


Figure 158: Programs and Features

3. Right-click on the “CyberTech” Cisco Active program line. A menu appears, showing the options Uninstall, Change, Repair.

NOTE: The option Change is only available when you perform the steps on a CTI server (dedicated CTI server or in All-in-One configuration). On a Core Server or satellite the option Change is grayed out.

4. From the menu, select the required option.

· If you click Uninstall, the Cisco_Active_IP_6.0.x software is removed from your system. You are notified when this is done.

· If you click Change, the Setup Welcome window appears. Follow the steps as described in chapter 6, section ´Installing on a Dedicated CTI Server´, starting from step 9 on page 92.

· If you click Repair, the NICE / Cisco Active CTI IP Recording Integration software repairs any errors that might exist regarding missing or corrupt files, shortcuts, and registry entries. You are notified when this is done.


Appendix K Upgrading from Cisco Active IP 3.x This section describes the steps necessary to upgrade the NICE / Cisco Active IP integration from version 3.x to version Cisco_Active_IP_6.0.x

The upgrade process consists of the following main steps:

1. Uninstall Cisco Active IP Kit Version 3.x

2. Install Cisco_Active_IP_6.0.x

3. Replace the File ExtraFields.ini (if applicable)

Each of these steps is described below.

Uninstall Cisco Active IP Kit Version 3.x To uninstall ‘Cisco Active IP’ Kit Version 3.x (or any build thereof, e.g. 3.1.1), use Microsoft Windows’ Add or Remove Programs option:

1. Open the Windows Control Panel

2. Select the option Add or Remove Programs. A window showing Currently installed programs appears.

3. Select the line ‘CyberTech Cisco Active IP 3.x’ in the list and click Remove.

Figure 159: Add or Remove Programs

Now, the kit is removed from the system.

Install Cisco_Active_IP_6.0.x After removing ‘CyberTech Cisco Active IP’ version 3.x, install Cisco_Active_IP_6.0.x. For this, carry out the steps as described in chapter 0 Installation.

While doing so, be sure to select the option Upgrade Cisco setup in the window ‘New or Upgrade’.

After installation of the new version (when completing chapter 0), return to this appendix to perform the additional steps described in section Replace the File ExtraFields.ini below.


Replace the File ExtraFields.ini This section describes the steps you must do after you have installed Cisco_Active_IP_6.0.x. The first subsection explains why.

Different Extrafields.ini Files

The Cisco Active IP installer kit installs the file ExtraFields.ini, which contains all Cisco-specific call data.

The ExtraFields.ini that is installed when upgrading, is the same as the file that has been installed by Cisco Active IP 3.x. But when manual modifications

If so, during the upgrade installation you see the following warnings:

were made to the original Extrafields.ini or Database fields, this might cause problems or malfunctioning when the new version is used.

Figure 160: Warnings: Database Fields (Core)

To correct this, you must replace the new Extrafields.ini, installed during the upgrade, by the one that already existed on the system. During the upgrade installation, the file that already existed is preserved with the name Extrafields.backup.


Replace Extrafields.ini

To replace Extrafields.ini, perform following steps after you have installed Cisco_Active_IP_6.0.x.

The file ExtraFields.ini is located in the subfolder ‘\INI_Files’ of the CyberTech installation folder.

NOTE: The location of the installation folder depends on the NICE Recording version and the Windows platform used. Refer to Appendix D ‘File Locations’ for the actual file paths.

1. Stop the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for instructions.

2. Go to the folder where the INI files are located, and verify it contains a file Extrafields.ini (the newly installed one) and a file Extrafields.backup (the one that existed before the upgrade).

3. Rename the file Extrafields.ini to Extrafields.old (or any other convenient extension).

4. Rename the file Extrafields.backup to Extrafields.ini.

5. Restart the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for instructions.


After performing these steps, you have completed the upgrade from Cisco Active IP 3.x to Cisco_Active_IP_6.0.x. Now you can start configuring the NICE / Cisco Active CTI IP Recording Integration according to chapter 7 ‘Configuration’.


Appendix L Supported Phone Types This appendix shows a listing of device and phone models supported by the NICE / Cisco Active CTI IP Recording Integration.

Model SCCP SIP RTP - Unencrypted

sRTP - Encrypted

Remarks

Cisco 6911 ü ü 7.1(3) or higher 8.0(1) or higher SCCP devices require firmware update 8.5(4) SIP devices require firmware update 9.1(1)



Cisco 6945 ü ü 7.1(3) or higher 8.0(1) or higher SIP devices require firmware update 9.1(1)


Cisco 7906 ü ü 6.0(1) or higher 8.0(1) or higher


Cisco 7914 Sidecar

ü 6.0(1) or higher 8.0(1) or higher

Cisco 7915 Sidecar

ü ü 6.0(1) or higher 8.0(1) or higher

Cisco 7916 Sidecar


Cisco CKEM Sidecar

- ü 7.1(3) or higher 8.0(1) or higher

Cisco 7921 ü - 6.0(1) or higher 8.0(1) or higher CUCM 6.0(1) requires firmware update 1.3(2)

Cisco 7925 & 7925-EX

ü - 6.0(1) or higher 8.0(1) or higher

Cisco 7931 ü - 6.0(1) or higher 8.0(1) or higher

Cisco 7937 ü - 6.0(1) or higher No SCCP devices require firmware update 1.4(1)


Cisco 7941G-GE ü ü 6.0(1) or later 8.0(1) or higher

Cisco 7942 ü ü 6.0(1) or later 8.0(1) or higher



Model SCCP SIP RTP - Unencrypted

sRTP - Encrypted

Remarks


Cisco 7961G-GE









Cisco 8961 - ü 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires firmware update 9.0(2)



Cisco IP Communicator

ü ü Requires CIPC 7.0(1) or higher

No

Table 26: Supported Phone Types

NOTE: This list dates from April 2011. For the latest information, consult the Cisco List of 'CTI Supported Devices'. www.cisco.com/en/US/docs/voice_ip_comm/cucm/jtapi_dev/8_0_1/supporteddevices.html (this link contains a version number; replace if necessary)

TIP: Cisco firmware updates can be downloaded from www.cisco,com.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/jtapi_dev/8_0_1/supporteddevices.html�



http://www.cisco,com/�


Appendix M Troubleshooting Error messages

For an overview of error messages, consult the document ‘NICE Recording 6.2.x – Maintenance Manual’.

FAQs

Consult www.extranice.com for an overview of frequently asked questions.

Contact information

When encountering any problems during system installation/configuration and/or testing, please refer to:

· Your local installation partner

· NICE Support Center

· E-mail: [email protected]

· Phone: Global International HQ: +972 9 775 3800 EMEA, Europe & Middle East: + 44 0 1489 77 1633 Americas, North America: + 1 800 6423 611 APAC, Asia Pacific + 91 80 307 81700

http://www.extranice.com/�

mailto:[email protected]�


Version history

Date Version Remark

27-07-2012 6.0.4 OverallAligned naming to latest conventions

:

Renamed file Renamed integration, company and associated terms Complete re-styling of layout and related reworking of contents and references Minor text improvements, correction of typos and reference errors Updated installer kit details throughout Ch 1Supported software versions: updated Cisco and NICE versions

:

Resilience information added (versions and manual references) Assumptions: added Windows Ch 3Figures 1 and 2 updated

:

Configurations: updated description Special Features: restructured section, added (generic) section ‘Open Call Controller’ Resilience/Redundancy: added introduction on resilience, added Core Server Redundancy, updated description on CTI Server Resilience Supported Features: Added ‘free seating’ to feature Extension Mobility, plus note Extrafields: added Terminal ID, (CVSC10) and concatenated fields (CVSC11 and CVSC12), plus explanatory notes Added note on ‘cradle to grave’ to Extrafield PBX Call ID

NICE Recording Hardware Requirements: updated (incl. # of channels) Ch 4:

Workstation: updated requirements and moved to Software Requirements NICE Recording Components: reworked description of installed software, added note “Important” (and info on OS Hardening) Ch 5Cisco Prerequisites: added two prereqs (Call Admission Control and Extension Mobility)

:

Loading Licenses: improved figures

Moved section ‘Upgrading from Previous Versions’ here. Ch 6:

Sections ‘Installing on…’: updated step 1 (information on prerequisite files) Removed ‘Click Next” where there was no ‘Next’ to be clicked. Added screenshot of warning about new extrafields to (Core) installation procedures. Installing on a Dedicated CTI Server: added note about not installing passive CTI Servers in case of resilience Ch 7Introduction: added numbering

:

All configuration steps: removed unnecessary numbering (of fields to be filled in) Configuring Link Controllers: - General link settings (JTAPI and SIP Server): included a clearer picture,


Date Version Remark

improved description of link parameters (note) - Connection Settings (JTAPI and SIP Server): IP address of Connection host changed to IP address of the CUCM’s publisher or one of the subscribers, improved note on CTI Server Resilience Define Targets: added reference note about Linking Targets to Users Aligned with standard: ‘Defining Target Group’ (instead of ‘Configuring…’), swapped sections ‘Configuring Database Fields’ and ‘Renaming CTI Servers’. AppendicesAppx A - Tables Abbreviations and Terminology combined, information added

:

Appx G ‘CUCM Configuration’ - added section ‘Configuring the SIP Timer of the CUCM’ Appx I ‘Linking Targets to Users’ added Appx K, section ‘Different Extrafields.ini Files’ - added screenshot of warning about new extrafields

15-07-2011 6.0 Ch 5: Extended description 5.6 ‘Facilitating Active VoIP’ (PrtVOIPx.ini, AudioLocalPorts) Ch 8: sequence of testing improved Parameter ‘sipadress’ moved from secure SIP to SIP (7.3.2) Minor text edits and corrections CTRS 6.1 references added, including Soft licensing

31-03-2011 5.1 Added 5.7 Disable IPv6 Made improvements in Appendix H ‘CUCM Configuration’ Added secure SRTP Added procedure to modify PrtVoIP.ini

28-02-2011 5.0(.1) Support CUCM 8.5 added Minor changes in 3.8.1 supported items 3.8.5: Reference to list of supported phone types added Supported OS changed Manual version matched with product version

21-02-2011 4.0 (Not published)

Restructured: · Chapters 3 and 4

All requirements collected in chapter 4 Software requirements replaced Moved all operations information to System Description (ch 3) Moved License info to ch 4

· Chapter 3: replaced column ‘Not Supported’ by hyphens [-] in column ‘Supported’

· Chapters 5 & 7: moved standard tasks to appendices Changed description sequence of activities

· Chapter 6 Moved SIP Trunk install to appendix Moved Change, Repair, Remove to appendix

· Moved Locating Files to appendix. Made references throughout · Appendices:

Applied new sequence: Standard appendices, (Abbr/Terms, Quick Install Ref, Site Survey, File Loc, Addit. Procs, NTP, Cisco specific

· Multiple structure changes within chapters.


Date Version Remark

Updated with CUCM 8 (and 6 and 7) Updated with CTRS 6.0 (preserving CTRS 5.4) Updated with Cisco Active IP installer kit 5.0.0 Updated with cti_voix_voip firmware version 29, and corresponding dll files Multilink and multiple link groups: added information and adapted descriptions and screenshots 3rd generation BiB phones: added (or higher) Chapter 3 · Added Application Invoked Recording, MultiLink, Independent Link

Groups; modified Automatic Call Recording, CUCM Link Failover Support, SIP Trunks

· Removed resilience from illustration Adjusted Basic System Overview illustration

· Removed bullet about registering to two link controllers · Supported Items - removed: remarks on Cisco Active IP 4.0; added: DB

field codes, remark on new telephone type, Targets (extension) – clustered CUCM > supported; changed: codec information, Call ID > PBX Call ID

Chapter 4 Hardware: removed processor type Software: changed into required software Rewritten license information Chapter 5 · Added NTP and Upgrade as preparatory steps Chapter 6 · Described two installation processes completel+y (for All-in-One and

configurations 2 &3) Chapter 7 · Screenshots based on CT 6 · Moved Secure Links to appendix Chapter 8 · Minor Text changes Appendices: · Added File Locations, Additional Procedures, Network Time Protocol,

Change Repair or Remove, Upgrading from Cisco Active IP 3.x. · Removed The File ExtraFields.ini · Restructured Setting up Secure SIP Trunk to Setting Up Secure Links,

added JTAPI security · Restructured CUCM Configuration. Added Secure JTAPI

21-07-2010 3.1 Updated chapter 1: minor text modifications Updated Section 3.5 ‘Automatic Call Recording’: adjusted description and changed name of option to ‘Cisco Automatic Call Recording’ Updated chapter 5: minor editorial modifications Updated section 6.2: minor editorial modifications 6.2.2 step 2a: added remark Subsection 6.4.5: ‘device’ ð ‘link’. Updated screens and descriptions accordingly. Updated section 7.2: minor editorial modifications Subsections 7.4.1 and 7.4.2: ‘device’ ð ‘link’. Updated screens and descriptions accordingly. Subsection 7.4.3 removed completely Subsections 7.5.1 and 7.5.2: ‘device’ ð ‘link’. Updated screens and


Date Version Remark

descriptions accordingly. Updated Appendix C.1.1: added remark on phone types Updated Appendix D.3: minor editorial changes Updated Appendix F.1: updated description how to remove version 3.x

27-05-2010 3.0 Updated with Cisco Active IP installer kit 4.0.0 Updated with CTI_VOX_VoIP firmware version 18 Added: Section ‘CUCM JTAPI Link Failover Support ‘ Added: Section ‘Automatic Call Recording’ Updated: Section ‘Operating Systems’ with Windows Server 2008 (R2) support Updated: Section ‘Facilitating Active CTI VoIP’, renamed to ‘Installing Active CTI VoIP’ Updated: Section ‘Updated Parrot DSC Firmware’, renamed to ‘Updating Active CTI VoIP’ Added: Section ‘Locating Files’ Updated: Appendix ‘CUCM Configuration' Added: Appendix ‘Site Survey’ Updated: Appendix ‘Upgrading from Cisco Active IP 3.x’

28-04-2010 2.1.2 Device parameter siptransport added for SIP Link Controller.

23-04-2010 2.1.1 Minor typographic and layout changes

16-03-2010 2.1 Updated with Cisco Active IP installer kit 3.2.3.14 Updated with CTI_VOX_VoIP firmware version 16 Deleted in 3.8.3 ‘Extrafields / Cisco Call Data’: Conference Parties, Recording State, Target ID Modified: Licenses in 4.3 ‘Hardware Requirements’ Updated: Minimal CTI_Receiver version to v3.2.2.126 Modified: Preparatory Steps 0 ‘NICE Prerequisites’ Modified: 5.5 ‘Installing Parrot-DSC Firmware’ to ‘Updating’ Added: Procedure P01 ‘Facilitating Active VoIP’ Added: 6.2 ‘Installing ’ Deleted: ‘Adding Cisco-specific Call Data’ Deleted in D.2 ‘Open Port Configuration’: Trunk 10501 & 10502 TCP Added: Appendix E ‘Replace the File ExtraFields.ini’ Added: Appendix F ‘Upgrading from Cisco Active IP 3’ Moved ‘Updating the File CTI_Receiver.exe’ to Appendix G.

15-12-2009 2.0 Redesigned & restructured to reflect new standard layout Updated with CUCM 7 Updated with CTRS 5.4 Updated with Cisco Active IP installer kit 3.2 Added: Setting Up Secure SIP Trunk Added: Quick Install Reference

11-06-2009 1.0.5-4 Initial release

Table 27: Version History

CISCO / CTI · CUCM Link Failover Support ... Open Call Controller ... NICE (CyberTech) Cisco...

Documents

Transcript of CISCO / CTI · CUCM Link Failover Support ... Open Call Controller ... NICE (CyberTech) Cisco...